In this dynamic hybrid presentation and Q&A session, Gareth Tomlinson, Head of Operations Strategy and Callum Smith, Head of Operations & Outsourcing, will be joined by Mark Lockyer of CallMiner to share how Vanquis Bank is delivering high quality customer experiences using a tiered agent approach while maintaining compliance in a fast-paced regulated industry. With a strong reliance on outsourced teams, comprising 80% of their contact centre operations, Vanquis has successfully integrated many aspects of CallMiner to support coaching, real-time agent support and analytics to empower both in-house and outsourced agents, delivering consistent customer experiences across the board.

Gareth and Callum will discuss their implementation of automated quality assurance in 2025, revealing how real-time data insights are being leveraged to address FCA vulnerability requirements and enhance complaints management – all while achieving significant improvements in agent performance.