Increase Customer Engagement with AI-Powered SmartAMD

The client

Overdales Legal Ltd is an industry-leading specialist law firm, offering debt recovery and litigation services to a number of clients across the UK. It is committed to delivering exceptional customer outcomes while operating as a lean, highly efficient business.

The challenge

Overdales’ advisers were spending valuable time dialling unanswered calls and answering machines instead of engaging in meaningful conversations with customers ready to discuss their accounts. This reduced operational efficiency, limited right-party contacts (RPCs) and created unnecessary operational waste. As customer demand continued to grow, Overdales wanted to maximise adviser productivity without increasing headcount or compromising the customer experience.

The solution

Having partnered with TCN for more than five years, Overdales looked to build on its existing outbound strategy by implementing an AI-powered answering machine detection (SmartAMD) solution to increase productive conversations while maintaining the highest levels of regulatory compliance. 

TCN’s SmartAMD solution proved to be the perfect choice to accomplish Overdale’s goals. By combining its AI capabilities with a strategy tailored to Overdale’s needs, SmartAMD filtered out unanswered calls and answering machines before engaging advisers. 

Plus, unlike traditional AMD solutions, SmartAMD met the UK’s stringent Ofcom compliance requirements and featured rapid deployment. In fact, the entire solution was configured, tested and implemented in less than one week, with TCN’s developers on-site for just two days before rolling out the new strategy across approximately 140 advisers.

The results

Following the implementation of SmartAMD, Overdales Legal achieved significant improvements in customer engagement, adviser productivity and operational performance. In just six months:

• Outbound dial volumes increased by more than 550%, rising from an average of 414,000 monthly dials to 2.7 million.
• RPCs increased by 131%, growing from approximately 1,300 to more than 3,000 monthly.
• Successful customer conversions increased by 90%, rising from around 2,000 to 3,800 per month.
• Collections per colleague hour increased by more than £11, demonstrating a significant improvement in adviser productivity.
• Average same-day monthly collections increased by more than £7,000, delivering measurable commercial value without increasing operational resource.

Transform collections performance

Beyond the performance metrics, SmartAMD has enabled advisers to spend significantly more time speaking with customers rather than navigating unanswered calls. The solution has reduced operational waste, improved colleague experience and helped more customers engage earlier to resolve their debt.

Ultimately, by combining Overdales’ commitment to continuous improvement with TCN’s industry-specific innovation, the partnership has transformed outbound collections performance while creating better outcomes for both the business and the customers it serves.