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Case study · BPO Collections

How BPO Collections automated inbound ID&V with deterministic voice AI.

BPO Collections verifies every inbound caller before an account is discussed. MEGA.AI now takes that first step on the phone, then hands verified customers to BPO’s agents with the context already on screen.

Client
BPO Collections, part of Everyday People Financial Group
Use case
Inbound identity verification (ID&V) and warm transfer
Integration
TCN dialler over SIP, Vonage UK telephony
Go-live
Three weeks from the start of integration

The case in brief

BPO Collections, an FCA-authorised debt collection agency in Ardrossan, Scotland, uses MEGA.AI to verify customers’ identity on inbound calls before transferring them to a live agent. The agent went live three weeks after integration started, handled more than 90,000 calls in its first six weeks, and raised the identification rate from 11% in launch week to 83% seven weeks later. BPO’s compliance team approved every word the agent says.

Results

The first weeks, in numbers.

90,000+
Calls handled
In the first six weeks, with all inbound traffic routed through MEGA.AI.
60,000+
Customers matched to their account
By caller ID lookup or account reference.
42,000+
Calls transferred to agents
With verification status, summary and transcript.
83%
Identification rate
Seven weeks after launch, up from 11% in launch week.

Peak day: 3,650 calls. Caller ID data was received on 98% of calls. Figures are from the first weeks of live operation in spring 2026.

Alasdair Skeoch, Managing Director, BPO Collections
“I’m very satisfied with the results MEGA has achieved since we started.”
Alasdair Skeoch
Managing Director, BPO Collections
Hear Alasdair on our LinkedIn Live
The situation

Verification was the bottleneck.

BPO Collections manages collection and recovery for creditors across the UK from its operations centre in Ardrossan. As an FCA-authorised firm and a CSA member, it must verify the identity of every inbound caller before any detail of the account is discussed. With call volumes rising and pressure on average handling time, manual ID&V had become the step that limited how many calls the team could take.

Regulatory constraint

Identity has to be verified on every inbound call before any account discussion.

Operational bottleneck

Rising volumes and handling-time pressure made manual ID&V the limit on throughput.

Required outcome

Automate ID&V at scale without weakening compliance or the warm handover to an agent.
How it works

One call, four steps.

  1. STEP 01
    The customer calls
    The call reaches BPO’s inbound line on the TCN dialler platform.
  2. STEP 02
    TCN forwards it
    Before any agent queue, TCN forwards the call to MEGA.AI over SIP.
  3. STEP 03
    MEGA.AI verifies
    The agent finds the account by caller ID or account reference and verifies the customer in conversation, using wording BPO approved.
  4. STEP 04
    Verified transfer
    The customer is transferred to an agent. Verification status, a summary and the transcript appear in the TCN agent desktop.

Data exchange: account data by SFTP, a REST API for call context, real-time account lookup and Vonage SIP. Every call is recorded and transcribed, with a full audit trail.

The approach

Integrated, launched and tuned on live calls.

PHASE 12 weeks

Integration and configuration

  • SIP integration between TCN and MEGA.AI over Vonage UK telephony
  • SFTP account data configured for real-time lookups
  • ID&V wording designed and approved by BPO’s compliance team
  • Automatic caller ID lookup for instant account matching
PHASE 21 week

On-site launch and hyper-care

  • MEGA.AI’s team on site at BPO’s operations centre
  • Every call monitored daily on live dashboards
  • Agent behaviour tuned on live call data
  • Protocols agreed directly with BPO’s collections leadership
PHASE 3Ongoing

Continuous optimisation

  • Weekly releases addressing where calls dropped off
  • Better name matching and date of birth captured by voice
  • Cleaner data and support for more reference number formats
  • More ways for customers to identify themselves
Performance

Identification rate, week by week.

Each step up came from a specific release, informed by daily review of live calls.

  1. Launch week
    11%
    Baseline
  2. +1 week
    42%
    Automatic caller ID lookup
  3. +3 weeks
    67%
    Account reference handling improved
  4. +5 weeks
    72%
    Name matching and date of birth by voice
  5. +7 weeks
    83%
    Continued refinement
Compliance

Built for a regulated collections floor.

BPO Collections compliance-approved the platform for live production use across its UK operation.

Approved wording only

Every call follows BPO’s approved verification protocol. The agent cannot improvise a question or disclose anything before verification.

Data security

Encrypted SFTP data exchange and strict access controls. Our certifications and independent audits are listed on the Trust & compliance page.

Audit and transparency

Call recordings, transcripts and structured logs on every call, to the evidential standard regulated collections requires.
What’s next

ID&V is the first step.

The inbound deployment is the foundation for further automation, including:

Outbound campaigns
Collections calls, payment reminders and plan reviews.
Payments in the call
Card payments in the call without agent involvement.
Affordability
Structured income and expenditure conversations.
Client-level reporting
Reporting by creditor and account through the TCN integration.
Alasdair SkeochLinkedIn Live · Episode 4Voice AI in real operations, with Alasdair SkeochAlasdair talks openly about what deploying voice AI in a regulated debt collection agency involves: the road from first conversation to live operation, the compliance bar BPO set, and why BPO started with ID&V rather than the agent conversation.Watch the episode
FAQ

The BPO Collections case, answered.

How long did it take BPO Collections to go live with MEGA.AI?

Three weeks from the start of integration: two weeks to integrate with the TCN dialler and configure the ID&V journey, and one week of on-site launch and hyper-care.

What does the voice AI do on BPO’s calls?

It answers inbound calls forwarded from TCN, finds the account by caller ID or account reference, verifies the customer’s identity using wording approved by BPO, and transfers verified customers to an agent with the verification status, a summary and the transcript.

What results did BPO Collections see?

More than 90,000 calls in the first six weeks, more than 60,000 customers matched to their account and more than 42,000 transferred to agents with full context. The identification rate rose from 11% in launch week to 83% seven weeks later.

Which systems did MEGA.AI integrate with?

The TCN dialler platform over SIP, with Vonage UK telephony, SFTP for account data and a REST API that passes call context to the TCN agent desktop.

Last updated

Proof, not promises
Start with one journey.
Measure it in weeks.

ID&V is a common first step: structured, high-volume and easy to measure. A first journey typically goes live within 4 to 6 weeks of contract.