Best Practices for Automated Collection Agent Scorecards

CallMiner, one of the leading providers of speech analytics for call centers, gives insight into the Industry Best Practices for improving collector performance with automated agent scorecards, available for download now.

CallMiner worked closely with State Collection Service, Inc., to improve call monitoring, streamline the quality assurance process, and gather business intelligence for the purposes of improving customer service and client satisfaction. “STCOL realized early on that training high performing agents who help patients understand their payment plans and guide them to resolutions in a timely manner saves money and delivers greater satisfaction.”

Knowing how your agents are communicating to consumers is key to not only improving revenue — what are your collectors saying and how are they saying it in order to encourage payments — but it also helps you spot weaknesses in compliance. Are your collectors staying on the right side of the law when communicating with consumers?

“The automated scoring provided by speech analytics, along with full informational transparency, has positioned the tool as a benefit for agents, whose bonus structure is tied directly to performance. In addition, by electing to have a full time analyst work with the speech analytics program, STCOL is constantly re-evaluating and tweaking scorecards for stronger results, as well as sharing informational insights and potential business process improvements with clients.”

You can download the whitepaper here: Speech Analytics Case Study: Best Practices for Automated Agent Scorecards.