NIC Rise Drives Outsourcing Surge: Moneypenny Reports Spike in Demand as Businesses Respond to Higher Costs

Leading customer conversations company Moneypenny has reported a sharp rise in communications outsourcing demand following the government’s decision to raise employers’ National Insurance contributions with a 24% year-on-year surge in revenue in October and November 2024, immediately after the Autumn Statement when the government announced the rise.
Moneypenny provides telephone answering services, managed live chat, AI Voice Agents and more, for thousands of companies across the UK and reports that May 2025 was the best month for new business since October 2024, delivering a 38% increase on the average for Q1 2025.
The government policy shift, which took effect in April 2025, is forcing businesses across sectors to rethink how they operate, prompting a strategic pivot towards outsourcing and more flexible staffing models to counter rising employment costs.
“The NIC changes are a challenge, but also a catalyst,” said Jesper With-Fogstrup, Group CEO of Moneypenny. “Businesses are using this moment to rethink, restructure, and reinvent how they deliver customer experience in a leaner, smarter way. The future belongs to those who can adapt without compromising on quality.”
With over 20 years of experience supporting thousands of businesses across the UK and US, and beyond, Moneypenny is seeing first-hand how organisations are responding to economic pressures by rethinking how they operate. Many are focusing on smarter workforce planning to reduce churn, blending AI with human expertise to boost efficiency, and using data to better match resources with demand. At the same time, they’re shifting to more meaningful, flexible employee benefits and treating outsourcing as a core strategy for scaling while maintaining service quality.
Moneypenny continues to invest in people and technology delivering high-quality, always-on customer support from its UK and US offices. With a team of 1,000+ employees, it serves businesses from sole traders to global enterprises across legal, property, tech, automotive and beyond. “We help businesses stay agile and personal exactly what this climate demands.” Jesper With-Fogstrup added.