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Outsourced contact-centre operations and AI voice technology for FCA-regulated banks, lenders, building societies and credit providers.
Financial services is one of the most demanding environments for any contact-centre operation. Every call carries regulatory weight: the Financial Conduct Authority expects firms to evidence good customer outcomes under the Consumer Duty, to identify and support vulnerable customers, and to treat people fairly in collections and arrears. DigiTalker provides voice BPO and AI voice technology built around those obligations rather than bolted on afterwards.
We support banks, building societies, consumer-credit providers and financial services firms with inbound servicing, outbound collections and payment-reminder programmes, and the technology to monitor and evidence compliance across every interaction.
The operational and regulatory pressures we are built to handle in the financial services sector.
Firms must demonstrate good outcomes across the whole customer base, not a 2–5% sample. Manual QA cannot provide that coverage.
Indicators of vulnerability are easy to miss at scale, yet the FCA expects them to be detected and acted on consistently.
Arrears and collections conversations must balance recovery with affordability assessment and fair treatment under strict rules.
Our dedicated agent teams are trained in the specific compliance requirements of financial services: call-recording obligations, mandatory disclosures, affordability conversations and the fair treatment of customers in collections. AI voice agents handle routine account enquiries, balance queries and payment arrangements, integrating with your servicing platforms to give callers accurate, real-time information and transferring to a human agent with full context whenever a conversation needs it.
Underpinning every programme, our speech analytics platform transcribes and scores 100% of calls against a compliance scorecard built with your risk and compliance teams: flagging missed disclosures, potential vulnerability indicators and complaint language for review. That gives you continuous, auditable evidence of conduct across the entire book rather than a thin sample.
Compliance & data: We work to the standards that matter in financial services: Consumer Duty principles, vulnerable-customer guidance, secure telephone-payment handling (with pause-and-resume or DTMF masking so card data never enters recordings), and UK GDPR for call-recording retention and subject access.
Yes. Our agents are trained in FCA Consumer Duty expectations, vulnerable-customer handling and fair-treatment requirements, and our speech analytics platform is configured to monitor calls against the disclosures and conduct standards your compliance team defines.
Yes. We support secure payment capture using pause-and-resume recording or DTMF masking, so primary account numbers are never stored in call recordings or read aloud by agents.
We run compliant outbound collections and payment-reminder programmes that build in affordability assessment and fair-treatment safeguards, with full call monitoring and management information for audit purposes.
Talk to our team about the right combination of voice BPO operations and AI voice technology for your organisation.