Delta Outsource Group Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics
公司规模
200-1,000
地区
- America
国家
- United States
产品
- CallMiner Eureka Interaction Analytics
- CallMiner MyEureka Performance Feedback Portal
技术栈
- Interaction Analytics
- Performance Feedback Portal
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 预测分析
- 分析与建模 - 实时分析
适用行业
- 金融与保险
适用功能
- 商业运营
用例
- 车队管理
- 欺诈识别
- 预测性维护
服务
- 数据科学服务
关于客户
Delta Outsource Group is a nationwide provider of collection and receivable management programs. Founded in 2009, the company is PPMS, ACA and Tech Lock certified. It is also PCI DSS and SSAE16 compliant with an A+ BBB accreditation. Like many collections firms, the company used manual scorecards to assess the performance of their agents. The process was time-consuming and based on analyzing only a small percentage of agent calls. This meant the ability to spot issues was minimal and left largely to chance. It also made the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations.
挑战
Delta Outsource Group, a nationwide provider of collection and receivable management programs, was facing challenges in proving compliance with TCPA or FDCPA regulations. The company was using manual scorecards to assess the performance of their agents, which was time-consuming and based on analyzing only a small percentage of agent calls. This left the company vulnerable to the risk of legal actions being taken against them due to the lack of ability to verify compliance with TCPA and FDCPA regulations. The company also identified several issues with collectors’ calls, including potential FDCPA violations, use of abusive language, mentions of legal action, and actions affecting profitability such as overall call duration and excessive silence on the call.
解决方案
Delta Outsource Group deployed CallMiner Eureka Interaction Analytics to analyze 100% of conversations, increasing the calls analyzed per agent from five to about 200 per month. This helped to identify and eradicate potential non-compliant behavior, reducing compliance risks and lowering the likelihood of fines and lawsuits. The company added five new categories to its new automated scorecard, bringing any non-compliant agent behavior to the attention of the compliance coaching team. The company also linked compliance scores with the collectors’ bonus structure, encouraging agents to focus on compliance, the customer experience, and improving recovery rates. The company used the insights from Eureka to uncover several agent productivity issues and improve agent performance through targeted coaching.
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