This webinar took place on the 10th October 2025
This webinar was hosted in conjunction with:
If you’ve ever wondered what happens when an organisation truly invests in a people-first strategy, look no further than Phillips & Cohen Associates, Ltd (PCA).
An innovator and leader in the debt collection industry, PCA has been nominated – and won – a host of recent awards and accolades for its personal approach to employee support, wellbeing, and continual in-role development.
That’s why this National Customer Service Week, we’re shining a spotlight on leaders who are proving that investing in employee-first strategies isn’t just good for customers – it drives measurable business results, from higher CSAT and loyalty to lower operational costs and improved ESAT.
In this ‘Lesson from the Frontline’ masterclass, we’re delighted to be joined by Kelly Chisnall, Senior Quality Coach & Trainer at PCA UK, to discuss their approach to building knowledge, competence, and confidence in their frontline to deliver exceptional customer experiences.
Join us for this 60-minute masterclass to learn how PCA:
- Improved the knowledge and competence of their frontline agents – whilst saving 614 hours in productive time.
- Reduced employee attrition whilst elevating quality assurance and productivity in the call centre.
- Delivered improved customer outcomes and experiences whilst giving C-Suite greater confidence in their approach to reducing Consumer Duty risk.
- Realised $1.5 million in annual savings by improving their employee error reduction process.
- Helped reduced workplace stress for their colleagues by focusing on personalised wellbeing interventions.