Prodigal Technologies Inc. > 实例探究 > Optio Solutions: >35% Time & Cost-Savings in Quality Management

Optio Solutions: >35% Time & Cost-Savings in Quality Management

Prodigal Technologies Inc. Logo
公司规模
200-1,000
地区
  • America
国家
  • United States
产品
  • Prodigal Voice
技术栈
  • AI-driven speech analytics
  • Cloud-based software
实施规模
  • Enterprise-wide Deployment
影响指标
  • Cost Savings
  • Productivity Improvements
技术
  • 分析与建模 - 实时分析
适用行业
  • 金融与保险
适用功能
  • 质量保证
用例
  • 质量预测分析
服务
  • 数据科学服务
关于客户
Optio Solutions is a leading Accounts Receivables Management agency that manages first and third-party portfolios. The company employs hundreds of experienced agents who utilize effective phone strategies to deliver consistent ROI. Optio has been growing through its reputation for consistent ROI and deep industry experience. The company is known for its effective phone strategies and consistent ROI delivery.
挑战
Optio Solutions, a leading Accounts Receivables Management agency, was facing the challenge of reviewing tens of thousands of calls and hundreds of thousands of call-recording minutes every month due to its growth. Even with a dedicated team of Quality Management (QM) analysts, Optio could only sample a small percentage of calls. The existing call review and speech analytics tools proved slow and laborious, making the process inefficient.
解决方案
Optio Solutions sought a solution that could efficiently process 100% of agent calls, transcribe them accurately, and flag compliance issues and coaching moments. The solution also needed to reliably analyze a variety of dialects and accents. After testing several speech analytics solutions, Optio selected Prodigal Voice for its out-of-the-box experience designed exclusively for the ARM industry. Prodigal’s streamlined call review workflow and unique QM features such as prioritized call list, integrated call transcript & call recording, delivered the most value amongst the alternatives. Optio has adopted Prodigal in its QM flow where 100% of call recordings are processed by Prodigal Voice.
运营影响
  • With AI-driven speech analytics and insights from Prodigal, Optio is able to analyze 100% of calls to ensure compliant and highly effective collection operation.
  • The QM team now handles over two times the call reviews than earlier because of the easy review flow in Prodigal Voice.
  • Especially for important calls that last longer than 6 minutes, the review time is cut to almost half.
数量效益
  • >35% faster call reviews
  • 100s of man-hours saved/month
  • 200k calls AI-analyzed / month
  • 100% compliance review

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