AMCOL Systems Real-Time Feedback Takes Agent Performance, Compliance to New Levels

AMCOL Systems provides complete accounts receivable management services to hospitals, healthcare systems and physicians groups in 34 states. Its scope of work exposes AMCOL to many different compliance regulations, especially for its collection activity. With enforcement of the Fair Debt Collection Practices Act (FDCPA) and other regulations becoming more aggressive, AMCOL wanted to find ways to improve what was already a highly compliant, efficient and automated operation. Many organizations in that position could introduce contact center analytics to provide the feedback for improving compliance and raising agent performance and proactivity. But AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.

AMCOL Systems is a company that provides complete accounts receivable management services to hospitals, healthcare systems and physicians groups in 34 states. The company is exposed to many different compliance regulations, especially for its collection activity. With the enforcement of the Fair Debt Collection Practices Act (FDCPA) and other regulations becoming more aggressive, AMCOL was looking for ways to improve its already highly compliant, efficient and automated operation. The company already had a contact center analytics solution in place, as well as an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics.