Alastair: on Leadership, AI, and Customer Outcomes 40 Years in Collections

In this episode of Mega AI Unplugged, Martin speaks with Alastair, COO of BO Collection, about his 40-year career in debt recovery and financial services. From index card files in the 1980s to AI-powered call analysis today, Alistair has witnessed every stage of the industry’s evolution. He shares how customer-centricity overtook pure debt recovery, why vulnerability is now central to strategy, and how AI can transform—but not replace—the role of agents. His reflections provide a rare, long-term view on how leadership, culture, and technology shape the collections space.

What You’ll Learn

• How collections has evolved: From manual files and repossessions to customer-first, compliance-driven approaches.
• The role of vulnerability: Why identifying and supporting vulnerable customers drives both loyalty and better outcomes.
• Leadership in modern collections: Principles for guiding teams, delegating effectively, and aligning with client goals.
• AI in practice: How call analytics, real-time compliance checks, and income/expenditure scraping are enhancing—not replacing—agents.
• Why “AI or be left behind” is true: Why ignoring AI adoption is already putting firms behind the curve.
• Career lessons: The three principles Alistair would teach the next generation of leaders.

Key Takeaways

• Customer outcome is king. Debt collection has shifted from “collect the balance” to “find the right resolution,” whether that means repayment, advice, or other support.
• Vulnerability isn’t new, but it’s formalized. From pausing collections during the UK miners’ strike to today’s FCA guidelines, addressing vulnerability has always been part of the job—now it’s a regulated priority.
• AI enhances, not replaces. Real-time call analysis and decision support help agents do their jobs better, while freeing them from repetitive tasks.
• Adoption is a responsibility. Leaders owe it to their teams to explore AI that reduces burnout and improves accuracy. Not adopting is, in Alistair’s words, “already falling behind.”
• Start small, prove value. Pilot AI in specific pain points (like out-of-hours service or compliance checks) before scaling to core operations.
• Leadership means trust. Great leaders delegate authority, listen to customer calls, and align outcomes with both client and colleague needs.
• Career advice for new leaders: 1) Start with the customer. 2) Show up and be reliable. 3) Build relationships—because business is built on people.