Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner MyEureka Performance Feedback Portal
Tech Stack
- Interaction Analytics
- Performance Feedback Portal
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Analytics & Modeling - Real Time Analytics
- Analytics & Modeling - Process Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Maintenance
- Fleet Management
- Inventory Management
Services
- Data Science Services
- System Integration
About The Customer
Nationwide Credit Corporation (NCC) is a large collection agency based in Alexandria, Virginia. The company has been providing collection services to various industries, including government, healthcare, utility, telecommunications, financial, education, retail, and commercial, since its establishment in 1967. As one of the largest collection agencies in the mid-Atlantic region, NCC has a significant role in the collection industry. The company has been considering ways to improve its compliance adherence, agent monitoring, and reporting capabilities. It has also been looking at ways to improve collection rates and the customer experience for its clients. With the increased spotlight on the CFBP and FDCPA regulations, NCC wanted to create a full compliance safeguard to minimize complaints, escalations, risk of fines, and legal actions. In addition, the company was looking to optimize its QA efficiency to develop agents into better collectors and increase their productivity.
The Challenge
Nationwide Credit Corporation (NCC) is a large collection agency in the mid-Atlantic region, providing collection services to various industries since 1967. The company was looking for ways to improve its compliance adherence, agent monitoring, and reporting capabilities. They also wanted to enhance collection rates and customer experience for their clients. With increased focus on CFBP and FDCPA regulations, NCC aimed to create a full compliance safeguard to minimize complaints, escalations, risk of fines, and legal actions. They also wanted to optimize their QA efficiency to develop agents into better collectors and increase their productivity. To achieve this, NCC needed to monitor, score, and analyze 100% of its agents’ interactions.
The Solution
NCC deployed CallMiner Eureka Interaction Analytics to monitor, score, and analyze all of its agents’ interactions. The system identified several areas for improvement, including excessive silence on agents’ calls, escalations, and compliance adherence. The analytics reporting capability also enabled NCC to customize its reports to client-specific needs. The insights from the Eureka automated analytics platform identified non-compliant agent behavior, which was presented in an easy-to-understand format on the myEureka performance feedback dashboard. NCC used CallMiner’s Eureka analytics to analyze 100% of their agents’ calls, including acoustic factors. The system was set to flag agents’ interactions with silence blocks greater than two minutes. An automatic report was generated approximately three times a week and sent to the training manager for review.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
Enhancing Security and Compliance in Remitly's Global Money Transfer Service with Fastly
Remitly, an online remittance service, was faced with the challenge of securing its proprietary global transfer network. The company needed a security solution that could meet PCI requirements and protect customers' sensitive transactions through its mobile application. The solution had to be capable of defending against new and emerging attack types without impacting performance. Remitly also had to deal with irregular traffic patterns, such as a sudden spike in account transfers from a small network segment on the Pacific coastline of South America. The company needed to determine in real time whether such traffic indicated an attack or valid requests. A traditional web application firewall (WAF) would not be able to distinguish this traffic, potentially leading to customer frustration if the IP was blacklisted.
