TCN UK celebrates national award success at Credit Services Association Awards
London/Midlands UK, Bucharest, Romania and St. George, Utah, USA – September 22, 2026
TCN, a global provider of a comprehensive cloud-based contact centre platform, is celebrating is celebrating a double success at the Credit Services Association’s UKCCC Awards, with UK team member Emma Reynolds taking home a national Merit Award and TCN and Overdales Legal Limited recognised as runners-up in the Business Innovation Award.
The awards, which celebrate excellence and innovation across the UK credit and collections industry, recognise the outstanding contribution of individuals and organisations working to improve business performance, customer outcomes and industry standards.
A key highlight of the evening was Emma Reynolds, TCN UK Account Manager and Business Development Representative, winning the Merit Award.
The award recognises a frontline, customer-facing individual who has demonstrated an outstanding contribution and exceptional commitment to their company, team and customers over the past 12–24 months.
Emma’s recognition reflects the significant impact she has made since joining TCN UK, helping the business grow from a relatively unknown provider in the UK market into a trusted and respected industry brand.
Over the past 12 months, Emma has contributed to 240% UK revenue growth, following 120% growth in the previous year.
Her commitment to customers has also been central to her success. Emma regularly goes above and beyond to support clients, coordinating teams across multiple countries and time zones and providing support outside normal working hours when required. Under her customer-focused approach, 100% of TCN UK implementations over the past year have been delivered on time or ahead of schedule.
Emma is also a recognised voice within the credit and collections industry. An MCICM at just 30 years old, she is TCN’s only female sales representative globally and has built an audience of almost 4,500 LinkedIn followers, using her platform to promote industry best practice and support the wider credit community.
Kerry Sherman, VP of EMEA at TCN, said: “Emma is an exceptional example of what customer commitment, industry knowledge and determination can achieve. She brings energy and professionalism to everything she does, but most importantly, she genuinely cares about our customers and the people she works with. We couldn’t be prouder to see her recognised with this award, it is thoroughly deserved and we are proud to have her on the TCN team.”
A spokesperson from the CSA, said: “The judges recognized Emma for her exceptional contribution on the frontline and a consistent commitment to customers, colleagues and the wider sector. Congratulations, Emma!”
TCN and Overdales recognised for business innovation
TCN also celebrated success alongside long-standing client Overdales Legal Limited, with the two organisations named runners-up in the Business Innovation Award.
The recognition reflects a five-year strategic partnership focused on using technology and collaboration to improve operational efficiency and customer outcomes.
One of the key innovations has been the development and implementation of TCN’s Answering Machine Detection (AMD) technology, which was delivered in less than one week with dedicated technical support from TCN.
The results have been significant.
Following implementation:
- Outbound dial volumes increased by 550%, from approximately 414,000 to 2.7 million per month.
- Right Party Contacts increased by 131%, from around 1,300 to more than 3,000 per month.
- Successful conversions increased by 90%, rising from around 2,000 to 3,800 per month.
- Collections per colleague hour increased by more than £11.
- Average same-day monthly collections increased by more than £7,000.
The partnership demonstrates how technology can deliver more than increased activity. By working closely together, TCN and Overdales have developed a solution that reduces wasted dialling, improves colleague productivity and creates more opportunities for meaningful conversations with customers.
Looking ahead: smarter technology for the credit industry
The recognition comes at an exciting time for TCN UK as the business continues to develop technology designed to help credit and collections teams work more efficiently.
Its latest solutions include SmartAMD, which uses artificial intelligence to streamline call screening, and Virtual Agents, including a 24/7 night agent designed to automate routine tasks while ensuring customers continue to receive support around the clock.
Kerry added: “These awards are a fantastic reflection of the people and partnerships behind TCN UK. Emma’s Merit Award highlights the importance of putting customers and relationships at the heart of what we do, while our recognition with Overdales demonstrates what is possible when a technology provider and client genuinely work together to solve real-world challenges. We’re proud of what we have achieved and even more excited about what comes next.”
TCN UK is inviting businesses across the credit and collections sector to discover how its latest AI-powered solutions can help reduce workloads, improve efficiency and deliver better customer experiences.
For more information about TCN’s latest developments or to arrange a no-obligation demonstration, contact the TCN UK team at salesuk@tcn.com.
To speak directly with award-winning Account Manager and Business Development Representative Emma Reynolds, contact emma.reynolds@tcn.com