17 Oct
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In this case study, we delve into a comprehensive speech analytics program that identified critical gaps in the client’s collections process, leading to actionable insights and measurable outcomes. The program focused on:
- Improving negotiation effectiveness by identifying missed opportunities.
- Enhancing compliance on crucial aspects such as Mini Miranda and the total amount due.
- Reducing customer dissatisfaction by addressing the root causes of complaints.
- Optimizing call efficiency to streamline communication and reduce call duration.
Key Insights
- Collections Compliance
- Customer Engagement
- Negotiation Opportunities
- Call Efficiency
Actionable Recommendations
- Increase Compliance: Address critical compliance gaps in collections.
- Enhance Agent Training: Empower agents with strategies to identify payment hardships and create urgency.
- Streamline Communication: Optimize call scripts and reduce silence time.
- Resolve Customer Complaints: Implement measures to minimize dissatisfaction and improve issue resolution.
Download the Full Case Study
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