Ike O.

Collections and Vulnerability Manager @Talktalk

I lead voice and digital collections performance across our offshore sites in Durban,Philippines and Mumbai ensuring a customer-first approach that aligns with business goals. A key achievement in my role has been designing and launching TalkTalk’s Financially Vulnerable Tariff Program, supporting UK customers on benefits and embedding fairness into our collections approach and packages.By driving coaching, training, and agent support, I’ve helped increase our Collections NPS from +30 to +50, proving that empathy and performance can go hand in hand. I also helped achieve a strong Cash per Call (CPC) benchmark of £10–11, through data-driven improvements and frontline engagement.In addition, I manage due diligence in our debt sale process, ensuring aged debt is handled with care, compliance, and the right external partners.