Established in 2009, Ascent Performance Group Ltd (Ascent) is one of the UK’s largest specialist debt recovery law firms. The firm has experience across all major areas of debt recovery, collections, mediation, litigation, field services, enforcement, and mortgage lender services.
Ascent’s clients consist of many of the UK’s leading players in banking, including both secured and unsecured lenders, together with other UK blue-chip companies in the private sector.
Ascent joins a growing number of specialist debt and credit recovery firms, including recent Credit Awards 2025 ‘Best Use of Technology – Partnership’ winners, Phillips & Cohen Associates, LTD (PCA), for their innovative use of Clever Nelly to reduce agent errors, risk, and improve customer experience and efficiency.
Clever Nelly champion Carl Whitney, Associate Director of Customer Experience, Risk and Compliance at Ascent, recognised a need to increase the confidence of their colleagues and close the competence gap between their tenured and recently hired colleagues.
In line with our recent achievements at PCA, Ascent are looking to strengthen operational excellence. Focusing on proactive quality enhancements that aim to raise the consistency of delivering exceptional customer outcomes for their clients.
Supporting their frontline colleagues in the contact centre is also a major priority for Ascent. Recognising that competence improvement will drive significant improvements in consistency when it comes to customer and client experience, Ascent plan to deploy Clever Nelly to further improve efficiency so that customers get a good outcome in a measurably quicker time.
Clever Nelly will also be used to further improve Ascent’s approach to ‘first time right’, supporting them to reduce abandonment rate and the need for repeat calls.
Tom Marsland, Business Development Manager at Elephants Don’t Forget, said:
“We’re absolutely delighted to welcome Ascent Performance Group Ltd to Elephants Don’t Forget. It’s been a personal pleasure working with Carl and Jodie Farnell, Ascent’s Head of Operations, on this project.
Clever Nelly is having a significant impact in improving performance, efficiency, and reducing risk across all industries, but it’s especially great to see the adoption of Clever Nelly in the debt and credit sector growing so rapidly.
Ascent are leading the way in terms of using innovative “people-first” technology to improve the capabilities of their employees to better deliver great outcomes and experiences for their customers and clients.
Fundamentally, it’s all about empowering employees with the support, competence and confidence in role to provide the best possible experience and outcome for customers in the most efficient way possible – and that’s what Clever Nelly supports businesses to do.”
Carl Whitney, Associate Director of Customer Experience, Risk and Compliance at Ascent, commented:
“We’re thrilled to finally announce that we’re joining the herd at Elephants Don’t Forget. At Ascent, we’re committed to delivering exceptional customer experiences, even in the most complex and sensitive situations – and that starts with investing in our people.
From the beginning, it was clear that Elephants Don’t Forget shared our values and people-first mindset, making this a natural and meaningful collaboration.
Clever Nelly will give our teams the confidence, knowledge, and support they need to consistently deliver brilliant outcomes, faster and with more assurance. It’s a fantastic step forward in our journey to combine innovation with a truly people-first approach.”
To find out more about our work in this sector, please visit: https://www.elephantsdontforget.com/improving-regulatory-compliance-risk-and-operational-performance-for-debt-and-credit-management-firms/