AMCOL Systems Real-Time Feedback Takes Agent Performance, Compliance to New Levels
Company Size
200-1,000
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner myEureka Performance Feedback Portal
- CallMiner EurekaLive Realtime Quality Assurance
Tech Stack
- Interaction Analytics
- Performance Feedback Portal
- Realtime Quality Assurance
Implementation Scale
- Enterprise-wide Deployment
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
- Regulatory Compliance Monitoring
Services
- Data Science Services
About The Customer
AMCOL Systems is a company that provides complete accounts receivable management services to hospitals, healthcare systems and physicians groups in 34 states. The company is exposed to many different compliance regulations, especially for its collection activity. With the enforcement of the Fair Debt Collection Practices Act (FDCPA) and other regulations becoming more aggressive, AMCOL was looking for ways to improve its already highly compliant, efficient and automated operation. The company already had a contact center analytics solution in place, as well as an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics.
The Challenge
AMCOL Systems provides complete accounts receivable management services to hospitals, healthcare systems and physicians groups in 34 states. Its scope of work exposes AMCOL to many different compliance regulations, especially for its collection activity. With enforcement of the Fair Debt Collection Practices Act (FDCPA) and other regulations becoming more aggressive, AMCOL wanted to find ways to improve what was already a highly compliant, efficient and automated operation. Many organizations in that position could introduce contact center analytics to provide the feedback for improving compliance and raising agent performance and proactivity. But AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.
The Solution
AMCOL decided to upgrade its contact center analytics solution to provide feedback in real time. This was a major step that positioned AMCOL as a leader in its use of interaction analytics technology. The company identified business goals and then sought technology solutions that could help achieve them. In this case, AMCOL saw the regulatory environment becoming more challenging and wanted to develop resources and processes to help it improve compliance. The company identified 45 different words, phrases and specific interactions that could trigger an alert to agents that the contact could be headed to an escalation or some type of compliance violation. AMCOL prioritized its alerts and established a timetable for phased implementation so that agents and supervisors wouldn’t have to learn too much too soon. The company also rolled out the solution in a soft launch to just 30 agents in a single business area. The launch served as a test and AMCOL made adjustments on the fly, tweaking its alerts based on the information and observations it was collecting.
Operational Impact
Quantitative Benefit
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