The challenge

The client, a specialist in travel insurance is known for exceptional service standards and a wide range of policy options – from single-trip to annual plans. They prioritise service and compliance over price and operate a high-touch service model alongside a strong digital presence.

They needed to establish an offshore operation covering 500 FTE across sales, service, and renewals without compromising FCA, TCF, or DPA standards. With no prior experience of offshoring at this scale, the client needed a partner with operational maturity and flexibility to protect their premium brand reputation.

The solution

We already have well-established contact centre operations in Cape Town, South Africa, successfully supporting many of our clients. The location is known for its talented, English-speaking workforce, cultural affinity with the UK, and friendly, professional approach – all of which help us deliver high quality, scalable offshore services.

So, from our Cape Town base, we were able to quickly set up a tailored onboarding, compliance, and coaching programme specifically for the client’s brand and risk profile.

Launching in January 2024 with outbound sales, we provided five weeks training plus a 12-week competency ramp, including FCA-aligned coaching.

We introduced a new programme to boost customer experience, rapport building, and regulatory delivery. A multi-tiered leadership structure ensured resilience, and we used Power BI, dialler, and call disposition tools to optimise quote follow-ups. Intensive QA and call scoring ensured agents maintained strong performance levels within this tightly regulated, non-advised insurance environment.

We also launched a recognition and rewards cheme to support high service standards and team motivation. Incentives were linked to both commercial results and customer outcomes, helping balance sales performance with quality, compliance, and care. This helped keep service consistent as the operation grew.

Results

By June 2024, the Cape Town teams had reached near-parity with UK providers in quote-to-sale conversion, maintaining consistent performance across both inbound and outbound channels.

Commercially, cost per acquisition was reduced by more than 57% compared with the UK baseline. By Q2 2025, the offshore team was handling 100% of service and supporting in overflow of cancellations and retentions. The operation is projected to scale to 220 FTE in sales by January 2026.

The client now benefits from a fully operational offshore model that delivers speed, cost efficiency, and high-quality, compliant customer experiences. This success demonstrates that offshoring doesn’t mean compromising on service or regulatory standards. By combining the right people, processes, and technology, it’s possible to scale quickly while maintaining the premium experience customers expect.