CM October 2023

CICM CORPORATE PARTNER
BETTER OUTCOMES
TCN hosts its first UK networking and education event for
users of technology in the credit and collections industry.
outcomes for
your business and
customers through
technology,’ was hosted
by TCN, a global
‘BETTER
provider of a comprehensive
cloud-based call centre platform
for enterprises, contact centres, BPOs,
and collection agencies.
The event held at The Holiday Inn in
Leamington Spa in June, was supported
by industry partners and the Chartered
Institute of Credit Management (CICM),
with which TCN has recently become a
Corporate artner.
TCN also announced new integrated
solutions partnerships in the UK with
DebtStream and Debtrak, which also
supported the event. Round table
discussion topics were moderated by Luke
Sculthorp, Head of Strategic Relationships
at CICM. Kerry Sherman, Vice President
and Co-Founder of TCN also flew in from
the US for the event and Adrian Stefan,
Director of Sales in the EU came from the
EU head office in Bucharest, Romania.
Delegates from a range of collection
industry sectors including collection
agencies, legal recoveries, enforcement,
BPO’s, leasing and more, were all in
attendance.
These delegates were invited to hear
from the three partner companies,
network, ‘lunch and learn,’ and to discuss
two main topics.
1) Understanding the challenges resulting
from tighter regulations, combined with
a worsening economic outlook, and the
part technology can play in mitigating
those pressures.
2) Technology deployment, procurement,
and usage of best practices to maximise
efficiency and achieve best mutual
outcomes for consumers and companies.
Introducing the first topic, Luke
Sculthorp, from CICM said: “The economy
and inflation aren’t moving if we compare
ourselves to other economic areas such as
the US. There are no increases in taxation,
it’s going to affect your customers and it’s
going to become more challenging.
“How do we see technology and
technical innovation affecting the
collection sector?” Delegates discussed
consistency of customer journey, and
giving the consumer a choice over their
preferred communication channel as well
as confusion over consumer duty and
how to navigate their customer’s differing
views of what consumer duty is while
giving consumers a ‘fair deal.’
For topic two, discussion led to not
wanting technology to become bolt on after
bolt on and to ensure it works effectively
without becoming too complex. They also
discussed how the procurement process
should be individualised for companies
and ensure all levels of the business are
onboard and understand how it can
benefit customers while ensuring the
clients know how to properly use the
technology at their disposal.
Opening the event and introducing the
partnership, Spencer Taylor, Regional
Head, Sales and Operations UK & Eire at
TCN, said: “There are many issues facing
the UK economy currently, a lot of people
are also finding themselves in debt
for the first time. So today, we want to
discuss how technology can help, as well
as the procurement and implementation
processes and how systems can integrate
together to deliver more than the sum of
their component parts.
“As suppliers it’s incumbent on us
to help clients and create the best
solutions that help drive cost savings and
efficiencies. These three technologies are
an example of how we can work together
with other suppliers in an integrated
way, and they fit well together for credit
Brave | Curious | Resilient / www.cicm.com / October 2023 / PAGE 24