CallMiner Case Studies Agent Compliance with Insights from CallMiner Interaction Analytics

Edit This Case Study Record

	Agent Compliance with Insights from CallMiner Interaction Analytics CallMiner

Agent Compliance with Insights from CallMiner Interaction Analytics

CallMiner

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Fraud Detection Predictive Quality Analytics Regulatory Compliance Monitoring
Services	Data Science Services
Challenge	Stoneleigh Recovery Associates, a debt recovery company, was facing challenges in monitoring and ensuring compliance in its operations. The company was manually monitoring a few calls each month by each of its approximately 100 agents. A quality assurance (QA) manager would listen to the call and score it using a scorecard of Stoneleigh’s requirements and best practices. However, this method was not comprehensive and left room for non-compliance. When the Consumer Finance Protection Bureau (CFPB) updated its regulations for debt collection, Stoneleigh’s largest customer requested that some modifications be made to the company’s approach to compliance. This prompted Stoneleigh to look for a solution that could enhance its technology platform with next-generation automated interaction analytics. Read More
About Customer	Stoneleigh Recovery Associates is a debt recovery company that was founded in 2007. The company was established with the belief that it could succeed in the competitive credit card collection industry by using state-of-the-art technology to be a leader in performance and customer service. The strategy was successful, and Stoneleigh has since expanded into retail, auto deficiency and medical debt recovery. Stoneleigh has achieved SSAE-16 (SOC 1 Type 2) certification, which is the highest auditing standard for the debt collection industry developed by the American Institute of CPAs (AICPA) and holds several other certifications and professional recognitions. Read More
Solution	Stoneleigh decided to enhance its technology platform with CallMiner Eureka, a leading solution to improve contact center and enterprise performance through automated interaction analytics. CallMiner Eureka tracks every call for Mini Miranda language, Right Party Contact language, FDCPA violations, abusive language from either party, and other risky language. It immediately reveals insights from automated analysis of communications between contact centers and customers across multiple channels – including phone, email, chat, social and more. CallMiner Eureka is a very valuable resource for supporting compliance because it can automatically monitor and objectively score 100 percent of telephone, email and text contacts. The scoring enables contact center operators to instantly identify potential problems or trends. Recording and monitoring 100 percent of calls provides the documentation needed to resolve disputes and satisfy auditors – without time-consuming manual labor to listen to and transcribe call recordings. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Fraud Detection

Predictive Quality Analytics

Regulatory Compliance Monitoring

Services

Data Science Services

Challenge

Stoneleigh Recovery Associates, a debt recovery company, was facing challenges in monitoring and ensuring compliance in its operations. The company was manually monitoring a few calls each month by each of its approximately 100 agents. A quality assurance (QA) manager would listen to the call and score it using a scorecard of Stoneleigh’s requirements and best practices. However, this method was not comprehensive and left room for non-compliance. When the Consumer Finance Protection Bureau (CFPB) updated its regulations for debt collection, Stoneleigh’s largest customer requested that some modifications be made to the company’s approach to compliance. This prompted Stoneleigh to look for a solution that could enhance its technology platform with next-generation automated interaction analytics.

About Customer

Stoneleigh Recovery Associates is a debt recovery company that was founded in 2007. The company was established with the belief that it could succeed in the competitive credit card collection industry by using state-of-the-art technology to be a leader in performance and customer service. The strategy was successful, and Stoneleigh has since expanded into retail, auto deficiency and medical debt recovery. Stoneleigh has achieved SSAE-16 (SOC 1 Type 2) certification, which is the highest auditing standard for the debt collection industry developed by the American Institute of CPAs (AICPA) and holds several other certifications and professional recognitions.

Solution

Stoneleigh decided to enhance its technology platform with CallMiner Eureka, a leading solution to improve contact center and enterprise performance through automated interaction analytics. CallMiner Eureka tracks every call for Mini Miranda language, Right Party Contact language, FDCPA violations, abusive language from either party, and other risky language. It immediately reveals insights from automated analysis of communications between contact centers and customers across multiple channels – including phone, email, chat, social and more. CallMiner Eureka is a very valuable resource for supporting compliance because it can automatically monitor and objectively score 100 percent of telephone, email and text contacts. The scoring enables contact center operators to instantly identify potential problems or trends. Recording and monitoring 100 percent of calls provides the documentation needed to resolve disputes and satisfy auditors – without time-consuming manual labor to listen to and transcribe call recordings.

Impact #1	Stoneleigh was able to adjust its collector incentive program to address client requirements. Previously incentives were paid based on the number of contacts each collector handled. Now that it is practical to monitor 100 percent of contacts and to score them on multiple variables, Stoneleigh can incentivize different kinds of behavior, including customer satisfaction.
Impact #2	Collectors now need a minimum average score just to qualify for the bonus program, which has helped motivate improvement of below-average performers.
Impact #3	Stoneleigh has also taken advantage of its comprehensive data and convenient data processing and reporting to support gamification within their agent population and uses frequent contests and presents awards for such achievements as high score of the month and quarter and most improved agent.

Impact #1

Stoneleigh was able to adjust its collector incentive program to address client requirements. Previously incentives were paid based on the number of contacts each collector handled. Now that it is practical to monitor 100 percent of contacts and to score them on multiple variables, Stoneleigh can incentivize different kinds of behavior, including customer satisfaction.

Impact #2

Collectors now need a minimum average score just to qualify for the bonus program, which has helped motivate improvement of below-average performers.

Impact #3

Stoneleigh has also taken advantage of its comprehensive data and convenient data processing and reporting to support gamification within their agent population and uses frequent contests and presents awards for such achievements as high score of the month and quarter and most improved agent.

Benefit #1	Recorded and analyzed 100 percent of contacts
Benefit #2	Improved quality scores by over 50
Benefit #3	In the course of one year, Stoneleigh's quality scores have gone up an average of more than 100 points

Benefit #1

Recorded and analyzed 100 percent of contacts

Benefit #2

Improved quality scores by over 50

Benefit #3

In the course of one year, Stoneleigh's quality scores have gone up an average of more than 100 points

Download PDF Version

Overview

Agent Compliance with Insights from CallMiner Interaction Analytics

Operational Impact

Quantitative Benefit