How Overdales Legal Streamlined Debt Collection Management With TCN

Overdales Legal is a law firm that specialises in debt collection management and litigation. They are the largest user of the county court system, handling around 40% to 45% of total court volume.

Darren Rogers, the strategic operations manager at Overdales Legal, explained, “People think our ultimate aim is to take someone to court or to send a bailiff around. We do have those tools available, but that’s not what we’re here to do. Overdales’ aim is to interact with our clients’ customers so that we can work with them to become debt-free. That’s not going to happen overnight.”

Overdales’ TCN journey began when the organisation was purchased by Lowell Group, which quickly raised the question: which Contact Centre as a Service (CCaaS) platform would it use across the organisation?

Rogers and another colleague were tasked with finding the dialer that would best fit Overdale’s needs. During their search, they prioritised finding a solution that could handle workforce management and omnichannel communication, including inbound texting, telephone and other digital communications, for a small team.

They also wanted to partner with a vendor that was cost-effective with no professional service fees or contracts, that provided excellent customer support and was simple to deploy and easy to use. 

Why TCN

Ultimately, it was TCN’s pricing model, training and support processes and customer service that solidified Overdales’ decision to choose TCN as its CCaaS provider. 

“Zero professional service fees is unheard of, especially in the United Kingdom (UK),” said Rogers, emphasising that his team discovered that TCN was a “much more superior platform in respect to cost, functionality, effectiveness of deployment and usability” compared to their previous systems.

He commended his account manager, Mario Anghel, and other members of the TCN UK team, including the Regional Head of Sales and Operations for UK & Eire, Spencer Taylor, and the Vice President of Business Development for Europe, the Middle East and Africa (EMEA), Kerry Sherman, for how accessible and supportive they have been. 

As an additional plus, the improved user experience TCN provided stood out to Rogers and his team. Because TCN users only have to log in once to access the entire platform and all of its solutions, it removes the previous multi-system login issues Overdales was experiencing. 

Implementation

Once Overdales solidified their decision to choose TCN, their implementation process was fast and simple, especially compared to their experience with other CCaaS platforms. 

“Everything within TCN has been easy from the initial call that I had with Kerry. I had a conversation with Kerry on Monday. We created a brand-new instance of TCN on Tuesday. By the following Monday, I was ready to migrate all of my users into it, and that included training,” he explained.

Furthermore, one of the simple beauties of TCN is that with no professional services or lengthy contracts, you can implement it on your schedule. Plus, TCN allows users to turn on what they want within one single platform, so Overdales is only paying for the services and products it uses.

Continuously-improving contact centre software

Because TCN doesn’t require contracts, it is committed to earning its clients’ business every day. The fact that the same level of customer care that existed during implementation persisted after deployment has been a major reason why Rogers stays with TCN. “TCN’s superior onboarding is bolstered by its great customer service once a client is fully onboarded,” he explained.

He noted that TCN’s attentive customer care often leads to his opinion shaping the direction of the contact centre software. In fact, Sherman often notes that the fingerprints of TCN’s clients are all over the platform.

For example, as the use of artificial intelligence (AI) has accelerated, TCN has not only helped Overdales automate mundane tasks so their agents can focus on more energising work, but also has quickly and thoroughly tested AI bots and solutions – with feedback being implemented in less than a week.

TCN believes in consistently providing fast, reliable human support and working on the development of people, not systems. Rogers said TCN helped Overdales make the most of its contact centre software platform by ensuring his team became “power users.” He said this was important because the more people who know how to use the software platform, the more the organisation can be elevated.

This is only further supplemented by TCN’s outstanding system reliability. “The only downtime we’ve had was not TCN’s fault; it was a server issue,” Rogers said, emphasising that in their five years of using TCN, they’ve never logged a technical support ticket.

Key takeaways

When asked about what he would recommend for future TCN clients, Rogers recommended that users take advantage of TCN’s customer support and treat its platform as a toolbox that empowers real results, continuous improvement and success. 

For more information on how TCN helped transform Overdales’ operations, including how TCN’s SmartAMD solution helped them save time and money, check out the full case study here.