Case Study: Vanquis Bank achieves scalable, resilient contact centre growth with Maintel Callmedia

Supporting rapid growth with Callmedia contact centre technology

Vanquis Bank, the UK’s largest dedicated specialist “low and grow” credit card issuer, was growing rapidly and nearing capacity on its existing telephony system. With plans to expand from its Chatham site into larger multi-site operations, the bank needed a scalable, resilient contact centre platform that would keep the agent experience simple and consistent across locations.

Maintel designed and implemented a cloud-based contact centre solution using an Avaya platform with Callmedia 5.0, supported by a centralized data centre in Corsham. The new setup enabled location-agnostic call routing across Bradford, Chatham, London and South Africa, improved agent efficiency by blending inbound and outbound work, added future multichannel flexibility, and delivered strong resilience: when one site had a circuit outage, calls were rerouted immediately and no calls were lost during the shift.

Vanquis Bank

Adrian Dorey

Telecoms Manager