Three UK Achieves 100% Compliance, 10-Minute AHT Reduction and 10pt NPS Uplift with Lightico

Complexity, Compliance and Rising Call Times

With tightening FCA obligations, including Consumer Duty and credit broking disclosure requirements, Three UK’s contact centre faced growing pressure to ensure customers fully received and understood complex financial terms before completing a sale. The knock-on effect was significant: average handling times climbed from under 30 minutes to over an hour as advisors worked through lengthy regulatory scripts on every call.

Customers became disengaged. Advisors struggled to hold attention while reciting disclosures verbatim. And despite the effort, compliance exposure remained a concern. Three UK needed a way to meet its regulatory obligations without making every sales call a compliance exercise.

From Script-Heavy Calls to Compliant, Conversation-Led Journeys

Three UK implemented Lightico’s platform to transform how its contact centre handles regulated sales and service interactions, shifting the compliance burden off the advisor and into a guided digital experience the customer completes on their own device, in real time, while still on the call.

Advisors reclaim the conversation Instead of reading out lengthy disclosure scripts, advisors send customers an instant link via SMS or email. No app download is required. The customer reviews terms and conditions at their own pace on their device, while the advisor focuses on the actual sales conversation.

Dead air becomes productive time While customers review documents, advisors process orders in the background. Parallel workflows eliminate the wait-and-read dynamic that inflated handling times, replacing it with a smoother, more natural interaction.

Compliance is built in, not bolted on Every customer acknowledgment is digitally logged, signed agreements are automatically stored, and customers receive downloadable copies of all documents. Regulatory adherence is confirmed without relying on advisor recall or manual record-keeping.

Scaled with confidence The rollout began with a 100-advisor pilot and expanded to Three’s full 1,500-person contact centre within six weeks, with no disruption to live operations.

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100% Compliance. 10-Minute Efficiency Gain. 10pt NPS Uplift.

Operational Efficiency Average handling time dropped by 400 seconds, a reduction of over 10 minutes per sales journey. Advisors work more efficiently, and customers spend less time on hold.

Compliance Three UK achieved 100% compliance across regulated sales journeys. Every interaction is captured in a full digital audit trail, eliminating manual compliance gaps and reducing regulatory risk across the contact centre.

Customer Experience NPS improved by 10 points. With customers reviewing terms on their own device rather than listening to lengthy verbal disclosures, interactions feel more transparent, more respectful of their time, and less transactional.

Commercial Impact With compliance no longer the dominant focus of every sales call, advisors are better positioned for needs-based selling, creating the conditions for stronger conversion and improved product attach rates across the contact centre.

From Compliance Tool to Commercial Platform

Three UK’s initial use case was regulatory, and the results spoke for themselves. But the opportunity did not stop there.

Encouraged by the operational and customer experience gains, Three is now expanding Lightico’s role across more contact centre product lines. The next phase focuses on using the digital journey infrastructure already in place to surface relevant product recommendations during live calls, turning a compliance tool into a commercial one. AI-assisted agent guidance and enhanced visual support for complex device financing inquiries are also in active exploration.