Agent Compliance with Insights from CallMiner Interaction Analytics
Company Size
11-200
Region
- America
Country
- United States
Product
- CallMiner Eureka
Tech Stack
- Automated Interaction Analytics
- Speech Analytics
- Text Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Fraud Detection
- Predictive Quality Analytics
- Regulatory Compliance Monitoring
Services
- Data Science Services
About The Customer
Stoneleigh Recovery Associates is a debt recovery company that was founded in 2007. The company was established with the belief that it could succeed in the competitive credit card collection industry by using state-of-the-art technology to be a leader in performance and customer service. The strategy was successful, and Stoneleigh has since expanded into retail, auto deficiency and medical debt recovery. Stoneleigh has achieved SSAE-16 (SOC 1 Type 2) certification, which is the highest auditing standard for the debt collection industry developed by the American Institute of CPAs (AICPA) and holds several other certifications and professional recognitions.
The Challenge
Stoneleigh Recovery Associates, a debt recovery company, was facing challenges in monitoring and ensuring compliance in its operations. The company was manually monitoring a few calls each month by each of its approximately 100 agents. A quality assurance (QA) manager would listen to the call and score it using a scorecard of Stoneleigh’s requirements and best practices. However, this method was not comprehensive and left room for non-compliance. When the Consumer Finance Protection Bureau (CFPB) updated its regulations for debt collection, Stoneleigh’s largest customer requested that some modifications be made to the company’s approach to compliance. This prompted Stoneleigh to look for a solution that could enhance its technology platform with next-generation automated interaction analytics.
The Solution
Stoneleigh decided to enhance its technology platform with CallMiner Eureka, a leading solution to improve contact center and enterprise performance through automated interaction analytics. CallMiner Eureka tracks every call for Mini Miranda language, Right Party Contact language, FDCPA violations, abusive language from either party, and other risky language. It immediately reveals insights from automated analysis of communications between contact centers and customers across multiple channels – including phone, email, chat, social and more. CallMiner Eureka is a very valuable resource for supporting compliance because it can automatically monitor and objectively score 100 percent of telephone, email and text contacts. The scoring enables contact center operators to instantly identify potential problems or trends. Recording and monitoring 100 percent of calls provides the documentation needed to resolve disputes and satisfy auditors – without time-consuming manual labor to listen to and transcribe call recordings.
Operational Impact
Quantitative Benefit
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