Sales Procedure Guide
Sales Procedure Guide
2.4 // Consumer Support & Care
Many businesses have post-transaction customer services; in line with the Consumer Duty, Evolution Funding has a dedicated Customer Care contact centre on hand to speak directly to your customers and assist them during their journey before the completion of the transaction.
Whether that be to assist them with their e-Sign, support their understanding of the product, or obtain additional proofs, the team are on hand to help.
Customer Care Highlights
6,500
average number of calls answered.
98.7%
92%
2,000
1,300
1,300
security calls to ensure all customers treated fairly, protecting us against fraud and ensuring the customer understands their finance.
Operational Excellence
Data period: Oct 23-Mar 24 inclusive
Payouts
87.5% of actions error and hassle-free.
1,034 deals pre-paid per month (avg).
4.8/5 – Payout feedback score from dealers.
Underwriting
41% of accepts issued in under 30 mins.
90.7% of actions error and hassle-free.
4.8/5 – Underwriting feedback.
New Business Support
Dealer Support
78% of calls answered in under 25 seconds.
53,515 calls answered.
8,900 average calls per month.
4.9/5 – Underwriting feedback score from dealers.
Customer Care
81% of calls answered in under 25 seconds.
41,782 calls answered.
6,222 security check calls.
7,018 signing support calls.
6,900 average calls per month.
4.8/5
8,127 Reviews
of reviewers recommend Evolution Extra
Supporting our Dealers
“Having worked closely with Evolution over recent years, we have seen their commitment to outstanding customer service firsthand. In our view, this goes beyond just looking to comply with regulations and being genuinely innovative in ensuring the best experience for their customers.
They are always on top of regulatory change and lead the way amongst their peers in providing clear guidance for both their internal teams and their partners in complying with new regulatory rules, particularly those aimed at improving the customer experience. They have, for example, led the way in developing a dealer oversight programme, which helps them ensure effective compliance from their network and drive forward good customer outcomes.
Evolution’s core values and practices are focused on customer outcome/customer service. An example of customer-focused initiatives from Evolution was the commission disclosure briefings provided to their dealer community, which gave clear guidance on how to position commission disclosure with the customer to provide clarity for the customer. Evolution has driven other initiatives with their dealer network to ensure they are on top of regulatory change and can provide excellent customer service at all times.”
“Evolution has always demonstrated that compliance, service and customer care are at the heart of how their company operates. We have evidence (both supplied and witnessed) supporting the ongoing fact that this firm and its employees hold strong values. One could say that “doing the right thing” when relating to culture, values and beliefs is firmly embedded within their company DNA.”
“Evolution continually impresses with their consumer-centric approaches and high professionalism levels that align with our group aims. Their collaborative approach to compliance and risk regulation is refreshing. They regularly reach out to gain our feedback, and in turn, we work together on a number of key topics and share industry best practices. They are approachable and knowledgeable and regularly demonstrate their ability to adapt and anticipate the changing regulatory landscape in which we operate.”
“Having worked closely with Evolution over recent years, we have seen their commitment to outstanding customer service firsthand. In our view, this goes beyond just looking to comply with regulations and being genuinely innovative in ensuring the best experience for their customers.
They are always on top of regulatory change and lead the way amongst their peers in providing clear guidance for both their internal teams and their partners in complying with new regulatory rules, particularly those aimed at improving the customer experience. They have, for example, led the way in developing a dealer oversight programme, which helps them ensure effective compliance from their network and drive forward good customer outcomes.
Evolution’s core values and practices are focused on customer outcome/customer service. An example of customer-focused initiatives from Evolution was the commission disclosure briefings provided to their dealer community, which gave clear guidance on how to position commission disclosure with the customer to provide clarity for the customer. Evolution has driven other initiatives with their dealer network to ensure they are on top of regulatory change and can provide excellent customer service at all times.”
“Evolution has always demonstrated that compliance, service and customer care are at the heart of how their company operates. We have evidence (both supplied and witnessed) supporting the ongoing fact that this firm and its employees hold strong values. One could say that “doing the right thing” when relating to culture, values and beliefs is firmly embedded within their company DNA.”
“Evolution continually impresses with their consumer-centric approaches and high professionalism levels that align with our group aims. Their collaborative approach to compliance and risk regulation is refreshing. They regularly reach out to gain our feedback, and in turn, we work together on a number of key topics and share industry best practices. They are approachable and knowledgeable and regularly demonstrate their ability to adapt and anticipate the changing regulatory landscape in which we operate.”
