City Finance achieves 3× more collections with a dedicated offshore team

The challenge

City Finance had been outsourcing its collections and reception functions for some time, but things weren't running as smoothly as they needed to. Recruitment was inconsistent, attendance was a recurring issue, and the team wasn't delivering the level of service or results the business expected.

The approach

Looking for a better solution, City Finance partnered with OutForce to transition its entire offshore team — a move that involved replacing and onboarding 10 roles at once. While it was a significant change, the process was handled with clear communication, structured planning, and hands-on support from start to finish. Within just four weeks, the new team was hired, onboarded, and ready to go.

The results

The impact was immediate. City Finance saw 3x more collections, improved call handling volumes, faster response times, stronger customer follow-up, and an end to the attendance problems that had previously held the business back. Just as importantly, they gained a reliable offshore team they could confidently build around as the company continues to grow.

What we have experienced is three times the amount of collections. Partly from an update to our process, but the majority is because of the people that we have now working these jobs.

ChantelleGroup Operations Manager, City Finance