CallMiner Case Studies Frontline Asset Strategies Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards

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	Frontline Asset Strategies Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards CallMiner

Frontline Asset Strategies Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards

CallMiner

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Fraud Detection Regulatory Compliance Monitoring
Services	Data Science Services
Challenge	Frontline Asset Strategies (FAST) is a rapidly growing call center that provides consumer-focused and compliance-based customer care, call center, and collection services to various industries. The company was facing challenges in continuously evaluating and improving collector performance. They also wanted to ensure better compliance with company policies and laws, and realize operational efficiencies through streamlining internal processes. Before implementing Eureka Interaction Analytics, FAST used manual scorecards to evaluate and score their collectors. However, this method only allowed for the evaluation of about 1.2% of the 250 calls each collector handles each month. The company knew that this was unlikely to be representative of true performance and that it was missing out on the potential benefits of the insight provided by measuring all 100% of their interactions with consumers. Read More
About Customer	Frontline Asset Strategies (FAST) is a company that provides consumer-focused and compliance-based customer care, call center, and collection services to industries such as automotive, bank card, debt buyer, education, mortgage, telecommunication, and utilities. The company is based in Saint Paul, Minnesota, and is licensed to collect debts in all 50 U.S. states. The rapidly growing call center employs 63 collectors and 6 supervisors. FAST strives to exceed expectations through ethical business practices and outstanding service. The company helps their clients improve overall customer service and achieve higher liquidation rates. Read More
Solution	FAST deployed CallMiner Eureka Interaction Analytics to automate their existing random and manual call monitoring and scoring process. The company now uses Eureka to capture, analyze, and score 100% of collectors’ calls. The insight from the analysis is automatically presented in a personalized collector scorecard. This insight is used for targeted collector assessment and training. It also enables collectors to carry out self-evaluation and self-coaching, thanks to access to the MyEureka Performance Feedback Portal. The company decided to tie interaction analytics scores into commissions, in the same way they had done with the manual scorecard process. Collectors’ commissions would depend on how well they followed the structure of the call. For example, scores of <90% would result in a 3% commission reduction, while scores of >98% would add a 3% commission boost. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Fraud Detection

Regulatory Compliance Monitoring

Services

Data Science Services

Challenge

Frontline Asset Strategies (FAST) is a rapidly growing call center that provides consumer-focused and compliance-based customer care, call center, and collection services to various industries. The company was facing challenges in continuously evaluating and improving collector performance. They also wanted to ensure better compliance with company policies and laws, and realize operational efficiencies through streamlining internal processes. Before implementing Eureka Interaction Analytics, FAST used manual scorecards to evaluate and score their collectors. However, this method only allowed for the evaluation of about 1.2% of the 250 calls each collector handles each month. The company knew that this was unlikely to be representative of true performance and that it was missing out on the potential benefits of the insight provided by measuring all 100% of their interactions with consumers.

About Customer

Frontline Asset Strategies (FAST) is a company that provides consumer-focused and compliance-based customer care, call center, and collection services to industries such as automotive, bank card, debt buyer, education, mortgage, telecommunication, and utilities. The company is based in Saint Paul, Minnesota, and is licensed to collect debts in all 50 U.S. states. The rapidly growing call center employs 63 collectors and 6 supervisors. FAST strives to exceed expectations through ethical business practices and outstanding service. The company helps their clients improve overall customer service and achieve higher liquidation rates.

Solution

FAST deployed CallMiner Eureka Interaction Analytics to automate their existing random and manual call monitoring and scoring process. The company now uses Eureka to capture, analyze, and score 100% of collectors’ calls. The insight from the analysis is automatically presented in a personalized collector scorecard. This insight is used for targeted collector assessment and training. It also enables collectors to carry out self-evaluation and self-coaching, thanks to access to the MyEureka Performance Feedback Portal. The company decided to tie interaction analytics scores into commissions, in the same way they had done with the manual scorecard process. Collectors’ commissions would depend on how well they followed the structure of the call. For example, scores of <90% would result in a 3% commission reduction, while scores of >98% would add a 3% commission boost.

Impact #1	Improved compliance scores to nearly 98% in just six months
Impact #2	Reduced collector-related lawsuits and complaints by 75%
Impact #3	Reduced manpower FTE for complaints or lawsuits response activity

Impact #1

Improved compliance scores to nearly 98% in just six months

Impact #2

Reduced collector-related lawsuits and complaints by 75%

Impact #3

Reduced manpower FTE for complaints or lawsuits response activity

Benefit #1	Improved compliance scores to nearly 98% in just six months
Benefit #2	Reduced collector-related lawsuits and complaints by 75%

Benefit #1

Improved compliance scores to nearly 98% in just six months

Benefit #2

Reduced collector-related lawsuits and complaints by 75%

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Overview

Frontline Asset Strategies Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards

Operational Impact

Quantitative Benefit