CallMiner Case Studies Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics

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	Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics CallMiner

Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics

CallMiner

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Fleet Management Fraud Detection Predictive Maintenance
Services	Data Science Services
Challenge	Delta Outsource Group, a nationwide provider of collection and receivable management programs, was facing challenges in proving compliance with TCPA or FDCPA regulations. The company was using manual scorecards to assess the performance of their agents, which was time-consuming and based on analyzing only a small percentage of agent calls. This left the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations. The company also identified several issues with collectors’ calls, including potential FDCPA violations, use of abusive language, mentions of legal action, and actions affecting profitability such as overall call duration and excessive silence on the call. Read More
About Customer	Delta Outsource Group is a nationwide provider of collection and receivable management programs. Founded in 2009, the company is PPMS, ACA and Tech Lock certified. It is also PCI DSS and SSAE16 compliant with an A+ BBB accreditation. Like many collections firms, the company used manual scorecards to assess the performance of their agents. The process was time-consuming and based on analyzing only a small percentage of agent calls. This meant the ability to spot issues was minimal and left largely to chance. It also made the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations. Read More
Solution	Delta Outsource Group deployed CallMiner Eureka Interaction Analytics to analyze 100% of conversations, increasing the calls analyzed per agent from five to about 200 per month. This helped to identify and eradicate potential non-compliant behavior, reducing compliance risks and lowering the likelihood of fines and lawsuits. The company added five new categories to its new automated scorecard, bringing any non-compliant agent behavior to the attention of the compliance coaching team. The company also linked compliance scores with the collectors’ bonus structure, encouraging agents to focus on compliance, the customer experience, and improving recovery rates. The company used the insights from Eureka to uncover several agent productivity issues and improve agent performance through targeted coaching. 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

Fleet Management

Fraud Detection

Predictive Maintenance

Services

Data Science Services

Challenge

Delta Outsource Group, a nationwide provider of collection and receivable management programs, was facing challenges in proving compliance with TCPA or FDCPA regulations. The company was using manual scorecards to assess the performance of their agents, which was time-consuming and based on analyzing only a small percentage of agent calls. This left the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations. The company also identified several issues with collectors’ calls, including potential FDCPA violations, use of abusive language, mentions of legal action, and actions affecting profitability such as overall call duration and excessive silence on the call.

About Customer

Delta Outsource Group is a nationwide provider of collection and receivable management programs. Founded in 2009, the company is PPMS, ACA and Tech Lock certified. It is also PCI DSS and SSAE16 compliant with an A+ BBB accreditation. Like many collections firms, the company used manual scorecards to assess the performance of their agents. The process was time-consuming and based on analyzing only a small percentage of agent calls. This meant the ability to spot issues was minimal and left largely to chance. It also made the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations.

Solution

Delta Outsource Group deployed CallMiner Eureka Interaction Analytics to analyze 100% of conversations, increasing the calls analyzed per agent from five to about 200 per month. This helped to identify and eradicate potential non-compliant behavior, reducing compliance risks and lowering the likelihood of fines and lawsuits. The company added five new categories to its new automated scorecard, bringing any non-compliant agent behavior to the attention of the compliance coaching team. The company also linked compliance scores with the collectors’ bonus structure, encouraging agents to focus on compliance, the customer experience, and improving recovery rates. The company used the insights from Eureka to uncover several agent productivity issues and improve agent performance through targeted coaching.

Impact #1	Reduced average call duration by 20% in first 90 days
Impact #2	Reduced average silence on calls by 25%
Impact #3	Achieved immediate improvement of recovery rates by implementing “Tax Time” category

Impact #1

Reduced average call duration by 20% in first 90 days

Impact #2

Reduced average silence on calls by 25%

Impact #3

Achieved immediate improvement of recovery rates by implementing “Tax Time” category

Benefit #1	Reduced average call duration by 20% in first 90 days
Benefit #2	Reduced average silence on calls by 25%

Benefit #1

Reduced average call duration by 20% in first 90 days

Benefit #2

Reduced average silence on calls by 25%

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Overview

Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics

Operational Impact

Quantitative Benefit