Daniel Calcott: Resolution, Not Collection, rewriting the Rules

In this episode of AI Unplugged, Martin talks with Daniel Calcott, founder and CEO of the Digital DRA, about how he built a resolution-first debt agency during lockdown that now serves more than 40 clients. From rebranding away from “collection” to prioritizing empathy and trust, Daniel explains how a tiny team has scaled to manage hundreds of thousands of accounts by combining digital self-service, compliance rigor, and AI tools that support—not replace—agents. His story shows how belief, persistence, and customer-centric design can disrupt even the most traditional, regulated industries.

What You’ll Learn

• The origin story: How unemployment during COVID sparked the idea and why “resolution” became the core brand value.
• Early differentiation: Why digital-only self-service and FCA authorization helped launch with credibility and impact.
• Critical early choices: Branding, trust from first clients, and building relationships before a proven product.
• Balancing compliance and empathy: How intentional friction and strong frameworks shape fair, customer-first outcomes.
• Using AI wisely: Why Daniel took a cautious approach, focusing first on back-office automation, sentiment scoring, and AI-assisted responses.
• Scaling lean: How a 12-person team manages 800,000 accounts by designing for efficiency from day one.
• Leadership and growth: Transitioning from startup to scale-up, hiring experienced leaders, and keeping brand values intact.
• Advice for founders: Why you must be “delusional” enough to believe, patient enough to endure long sales cycles, and bold enough to build trust in a regulated industry.

Key Takeaways

• Resolution > Collection. The shift in language reflects a deeper commitment to outcomes and empathy.
• Trust is currency. Early clients backed Daniel because they believed in the team before the product—and that faith was repaid.
• Compliance can be an advantage. Building customer-first processes made regulatory alignment smoother and turned compliance into a strength.
• Start small with AI. Sentiment scoring and AI-assisted emails improved efficiency and empathy without risking trust.
• Efficiency fuels scale. With intentional design, a small team can manage massive account volumes without compromising service.
• Sales cycles are long. Especially in regulated industries, patience and persistence are non-negotiable.
• Be bold and consistent. Repeating the vision daily, even before others believe, builds momentum and credibility.
• Never compromise core values. For Digital DRA, “resolution, not collection” is the benchmark for every product and decision.