Frequently Asked Questions re BPO
Harlands, Debit Finance Collections, Resamania, Xplor Gym, Legend are each referred to as “Xplor” throughout these FAQs.
We are transitioning Consumer Support via email to a third-party Business Process Outsourcing (BPO) provider who has operations in India and Philippines. The move aims to improve efficiency and customer service by leveraging the expertise and scalability of a dedicated support team.
Training for the BPO team started in December 2024. The team is expected to begin independent operations early in February 2025.
A thorough review of data protection considerations and of the applicable legal obligations has been conducted, to ensure the benefits of the new processes can be realised without compromising the security of our systems. Xplor’s Chief Security Officer and our Data Protection Officer have worked closely with the Business Transformation team to ensure appropriate measures are put in place, including contractual protections where necessary and the use of Virtual Desktop Infrastructure (VDI) for secure data access.
The core data (including personal data and payments data) will continue to be stored in the UK and accessed over encrypted links. These are protected by the VDI which provides robust access control, data encryption, and multifactor authentication measures. Data security is our top priority, and we are dedicated to maintaining the highest standards. In addition to the VDI, we have put in place strict contractual obligations, including in respect of the BPO’s processing of personal data.
The BPO provider’s staff will be accessing the data from India and Philippines, but the data itself will at all times be stored in our systems in the UK. Xplor and the BPO Provider have entered into a Data Processing Agreement, which imposes appropriate obligations on the BPO provider and includes the EU Commission’s Standard Contractual Clauses and the UK’s International Data Transfer Addendum to the SCCs.
No changes are required to Xplor’s Standard terms and conditions.
No, the staff will be employed by the BPO provider.
The BPO provider’s team is managed by their internal leadership, with oversight from Dale Connor, Xplor's Senior Manager for BPO operations. Dale reports directly to Xplor's Senior Leadership Team.
Daily operations will be managed by the BPO provider’s internal team leaders, supported by regular business reviews conducted by Dale and our Business Change team.
The BPO team works in alignment with UK business hours, ensuring full operational coverage.
Training is conducted by Xplor’s Learning & Development team, with ongoing training supported by quality assurance processes.
The same quality monitoring tools and Voice of the Customer metrics used for UK teams will apply to the BPO provider.
As the BPO provider works UK hours, quality monitoring will be conducted using existing processes without time zone-related challenges.
The BPO provider will use the same tools as Xplor’s contact centre team, including Salesforce and VDI, ensuring continuity and security.
Handovers are not required due to the alignment of working hours. Business reviews will address operational integration.
Consistent service delivery is ensured through quality assurance mechanisms, and regular business reviews.
These changes are designed to ensure that there will be no impact on the quality or speed of resolution to consumer queries.