Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- CallMiner Eureka Interaction Analytics
- CallMiner MyEureka Performance Feedback Portal
技术栈
- Interaction Analytics
- Performance Feedback Portal
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
技术
- 分析与建模 - 实时分析
- 分析与建模 - 过程分析
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 预测性维护
- 车队管理
- 库存管理
服务
- 数据科学服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
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