Frontline Asset Strategies Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards
Company Size
11-200
Region
- America
Country
- United States
Product
- CallMiner Eureka Interaction Analytics
- CallMiner MyEureka Performance Feedback Portal
Tech Stack
- Speech Analytics
- Interaction Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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