Provide human support when customers need it most
Claims often arise during stressful or uncertain moments. TTMC provides calm, empathetic human support from the very first call, giving customers reassurance, clarity and confidence when they need it most. Our agents listen carefully, guide callers through the process and ensure every interaction reflects your brand’s commitment to care. When customers feel ignored or unsupported at this stage, frustration builds quickly and even long-standing customers can lose trust. Our approach prevents that by delivering the steady, human presence people rely on during difficult situations.
Deliver end to end claims management
We manage the full claims journey, from initial notification through to assessment, resolution and authorised payment. This creates a seamless experience for customers and removes operational pressure from internal teams. With clear processes and consistent communication, we keep claims moving and ensure customers always know what to expect. This structured approach to claims handling services reduces uncertainty and helps maintain confidence throughout the lifecycle of the claim.
Adapt to a wide range of claim scenarios
Claims can vary widely in urgency and complexity. Whether it’s travel disruption, lost luggage, damaged goods or service related issues, our trained agents handle each case with professionalism and understanding. We adapt to your requirements and scale support as needed, ensuring every customer receives the right level of care.
Key benefits:
Support for simple and complex claim types
Scalable resource without added overhead
Consistent service across multiple scenarios
Better outcomes and experience for valued customers
Customer Success Stories
Impressive results from Telesales campaign triples sales performance and develops trial into an on-going relationship with client Allianz Global Assistance
I have found The Telemarketing Company to be very professional in my dealing with them and very aware of our business need.
Protect your brand with FCA compliant processes
Authorised by the Financial Conduct Authority, we work to the regulatory standards set by the FCA, including the Consumer Duty and Treating Customers Fairly (TCF). Our teams recognise and respond appropriately to vulnerable customers, handling each interaction with care, clarity and fairness. This reduces risk, ensures compliance and safeguards your brand at a moment when customers are highly sensitive to how they are treated.
Integrate seamlessly with your systems
We can work directly inside your platforms, giving you full visibility and control over how claims are managed. You can listen to calls, track progress and maintain a clear, end to end view of every case. Our people and processes integrate smoothly with your internal teams, ensuring a unified experience for customers and stakeholders.
Achieve faster resolution through structured, empathetic conversations
Our agents combine efficiency with empathy, gathering the right information first time and keeping customers informed throughout the process. This reduces delays, prevents repeat calls and helps resolve claims quickly and confidently. Slow responses or unclear communication at this stage can alienate customers when they are already under pressure. Our approach ensures they feel supported, respected and prioritised.
What this means for you:
Faster, smoother claim resolution
Reduced pressure on internal teams
Higher customer satisfaction at critical moments
Our Inbound Service SLAs
Our Service SLAs are tailored to each client’s brief and continuously monitored to ensure consistent performance standards. Our Inbound SLAs focus on service quality, responsiveness and customer satisfaction.
- 24/7 coverage with 80/20 SLAs (80 % of calls answered within 20 seconds).
- Abandonment rates below 5 %.
- Flexing team sizes to meet short term and seasonal peaks, with teams flexing by over 300% in scale, up to a maximum of circa 230 inbound agents.
- A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
- New inbound leads contacted within 15 minutes during operating hours.
- First contact resolution of 75 % to 85 %, sector dependent.
- Native speaker support in 25+ languages.
- ISO27001, ISO9001 certified and GDPR compliant, ensuring robust information security, data protection and quality management.
- Transparent real-time reporting to agreed KPIs.
- Exceeding QA targets of 85% for our agents and average 80% on average for our teams.
- Out of office shrinkage is 100% our cost not our clients.
- Full onboarding and complex training delivered in house by client certified trainers.
- Ability to work 100% in client’s own systems ensuring seamless integration and full visibility of the entire process across internal and external teams.
How It Works
Programme Launch & Onboarding
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The Telemarketing Brief
A clear framework for representing your brand and delivering against agreed objectives. -
Data
Select, verify and strengthen the data behind every productive prospect conversation. -
Marketing Integration
Coordinate voice with wider campaign activity to increase reach and return. -
Team Briefing Session
Give the calling team the knowledge and confidence to represent your business.
Programme Management
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Account Management
Dedicated oversight keeps programme delivery, quality and performance on track. -
Telemarketing Performance
Prioritise meaningful metrics and use real-time reporting to improve results. -
Quality Assurance
Review calls and results consistently to protect quality and support coaching. -
Programme Review
Test early assumptions, refine the approach and maintain focus on objectives.
Answers to common questions about pricing, people, data, processes and more…
Still need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our team
