In collaboration with Elephants Don’t Forget, Phillips & Cohen Associates, Ltd. (PCA), a leading provider of deceased account management solutions, has been shortlisted for the prestigious UK National Contact Centre Awards 2025 in the “Most Effective New Employee Experience” category.
This nomination recognises the transformative impact of “Clever Nelly”, Elephants Don’t Forget’s multi-awarding-winning continual assessment and competence improvement solution, on enhancing colleague knowledge acquisition and experience during onboarding.
Organised by the Contact Centre Management Association (CCMA), the UK National Contact Centre Awards celebrate excellence within the contact centre industry. These awards are highly respected for their rigorous judging process, making national recognition a significant achievement.
PCA’s nomination highlights its commitment to equipping its employees with the knowledge and competence necessary to succeed in their unique roles within the debt collection industry. With many new hires possessing limited direct experience, PCA recognised the critical need for effective and engaging training delivery models that moved away from traditional one-size-fits-all approaches.
Commenting on the award nomination, Curtis Vincent, Chief Human Resources Officer at PCA, explained why the partnership has been so successful, stating:
“At Phillips & Cohen Associates, Ltd. (PCA), we take pride in our unique role within the debt collection industry – there only a handful of DCAs worldwide offering services comparable to ours. As such, newly recruited call centre employees often come with limited direct experience. This makes our commitment to teaching and cultivating essential knowledge all the more crucial. By reinforcing critical job knowledge and concepts in creative and learner-friendly ways, we demonstrate our commitment to empowering our workforce and supporting their careers.
This is why we are happy to announce our partnership with Elephants Don’t Forget as we jointly pursue the “Most Effective New Employee Experience” award category with CCMA. Our collaboration with Elephants Don’t Forget emerged from our recognition of certain job knowledge gaps displayed by new starters that had the potential to result in quality assurance audit failures and subsequent reductions to market share.
As if the threat of diminishing revenue wasn’t enough, the pressure to reach targeted competency levels was also having negative effects on new starter confidence and engagement, which had the potential to drive churn.
Understanding the urgency, we vetted a variety of corporate learning tools and eventually turned to Elephants Don’t Forget and Clever Nelly to modernise, digitalise, and make more effective the new starter journey.
One of the key benefits of Nelly is that it facilitates learning through, what I call, the “I know that I know” moment, in which learners consciously recognise they have grasped a previously unlearned concept. This knowledge validation rapidly builds confidence that prompts the learner to advance to new material and willingly progress to learning more complex concepts. This modern approach not only facilitates learning but has built confidence amongst new starters, all but eliminating the errors that plagued us previously.
The support we’ve received from the Elephants Don’t Forget team has been nothing short of outstanding. They have invested time to thoroughly understand our business, aligning their services to cater to our unique needs proactively, and promoting fundamental and proven learning theory through the technology.
From my view, there is a creative, energetic and optimistic air – and a customer-first attitude within the Elephants Don’t Forget team that fosters this agility. We are thrilled by how the partnership has turned out and look forward to continuing to achieve our learning goals together.”
The winners of the UK National Contact Centre Awards will be announced at the official ceremony in London on June 16th, 2025.