PCA UK’s COO shares their award-winning experience with Clever Nelly

Nick Cherry, Chief Operations Officer at Phillips & Cohen Associates UK, explains how Clever Nelly improves the knowledge and competence of frontline agents and reduces the need for ineffective and costly refresher training.

About

Nick Cherry, COO of PCA UK, directs the company’s global strategy, operations, and sales, with a key objective of strengthening the performance of frontline agents. PCA UK collaborated with Elephants Don’t Forget and Clever Nelly to address the essential requirement for enhanced frontline agent knowledge and competence.

Challenges

Frontline agents struggled to maintain a deep understanding of complex client-level intricacies within a demanding operational landscape. Traditional training methods proved inefficient, necessitating considerable operational downtime and failing to ensure long-term knowledge retention.

Outcomes

Clever Nelly successfully solidified agents’ frontline knowledge, resulting in a demonstrable improvement in their comprehension of client level details. Clever Nelly has also significantly reduced operational downtime by eliminating the necessity for extensive off-floor refresher training. The partnership has been recognised as a ‘roaring success,’ with positive impacts on agent performance and market innovation. PCA UK and Elephants Don’t Forget received recognition at the 2024 Credit & Collections Technology Awards, highlighting their leadership in market innovation.