Case Study: Provident Financial achieves faster answer times and £200K annual savings with Genesys

Genesys allows Provident Financial to sustain and build a 130-year heritage of continuing customer service innovation

Provident Financial Management Services is a 130‑year‑old UK lender specializing in non‑standard consumer credit that needed to modernize its contact centre to protect market leadership, expand into new customer segments and launch digital channels. Growing inbound volumes, inefficient manual dialing, limited visibility into call traffic and the need to support doorstep collections alongside online services created pressure to improve routing, staffing and channel flexibility.

Using a Genesys contact‑centre platform (SIP, automated dialing, IVR/self‑service, multichannel and workforce optimisation) with implementation support from ProtoCall One, Provident launched its Satsuma Loans digital operation and improved call handling and forecasting. Results included answering 80% of calls within 20 seconds, a £200K annual reduction in contact‑centre costs, a 40% increase in outbound contact rates, greater agent productivity and scalable, more responsive customer service.

Provident Financial

Wasim Altaf

IT Voice Analyst, Provident Financial Management Services