Solutions | Debt Collection Call Center Optimization through Speech Analytics
Successful Debt Collections Are Driven by Collection Skills
Collecting debts via the telephone requires a unique set of skills, and the skills that are most critical can vary widely depending on the nature of the debt in question. However, once properly identified, the critical debt collection skills can be taught, and even the most successful debt collectors can always improve their approach.
Traditional Call Monitoring is Insufficient
Traditional call monitoring and agent assessment methods, consisting primarily of random, subjective, manual monitoring of a small sample of calls, are insufficient for identifying and measuring each agent’s usage of the critical collections skills. Not enough calls can be efficiently monitored using these methods, and skills can be uniquely expressed by different people with different personal styles, so they can be difficult for people to measure objectively.
Precise Identification of Key Debt Collection Skills
UTOPY Collections Optimization begins by accurately identifying the skills that are most critical to successful debt collection. The Solution first leverages the successful collections skills in its Knowledge Base, and then correlates additional industry or company specific skills with collections success, producing a comprehensive library of skills that are most critical to success for each particular company.
Comprehensive Monitoring of Skills Usage
The dashboards and analytics included with UTOPY Collections Optimization then automatically continuously monitor usage of those key skills, in a completely objective manner. By analyzing the entirety of calls, the solution recognizes every time any collection technique is used, measures and tracks skill usage by agent, and correlates these metrics with successful collections. Such precise, comprehensive and objective tracking of critical collection skill usage is impossible using traditional call monitoring methods, and very difficult with other Speech Analytics tools, which produce incomplete analysis.
Targeted Training and Coaching
UTOPY Intelligent Coaching leverages the precise and comprehensive information provided by UTOPY Collections Optimization to deliver much more targeted and effective training, coaching, and self-learning completely focused on the most relevant collections skills.
Increased Debt Collection Success
Thus, UTOPY Collections Optimization quickly and dramatically increases debt collection rates.
"When a contact center puts speech analytics to work, it improves its ability to better target coaching where it is needed."