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CallMiner > Case Studies > Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
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Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

Technology Category
  • Analytics & Modeling - Process Analytics
  • Analytics & Modeling - Real Time Analytics
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Business Operation
Use Cases
  • Fleet Management
  • Inventory Management
  • Predictive Maintenance
Services
  • Data Science Services
  • System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
  • The insights from the Eureka automated analytics platform identified non-compliant agent behavior. This and other performance metrics were presented in an easy to understand format on the myEureka performance feedback dashboard.
  • Using targeted coaching, NCC reduced calls that included excessive silence by 12%. This significantly improved the call center’s productivity as less time was being wasted, agents spent more time making or answering calls and resolving accounts. It also improved the customer experience.
  • Using Eureka analytics, NCC can automatically generate daily reports on specific topics, which are then sent to QA agents for review. This makes it possible to find and rectify any issues immediately, before they escalate into a serious problem.
Quantitative Benefit
  • 12% reduction in calls that included silence
  • 15% reduction in escalation language
  • 6% reduction in legal action mentions

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