Call Miner In this webinar you will learn how speech analytics is changing the way we talk to your customers and why Ridiculously Nice Collections really does help you collect more money.  

CEO of Americollect Inc Kenlyn T Gretz CEO of Americollect Inc

Drivers for Deploying a Speech analytics Solution Compliance/ Quality Collector Performance /Skills Enhancement/ Identifying Top Collectors Increased Productivity/ Efficiencies/ Revenue Generation Next slide CS:Tai

Why did we select CallMiner Eureka Analytics? They are a recognized innovator and industry leader in contact analytics solutions They have a Cloud Based Platform that aligned with our technology and approach to IT PCI certified solution provides full redacted transcripts of every interaction Highly flexible, intuitive, and infinitely scalable platform that allows us to easily customize our analytics CallMiner has a substantial industry related customer base with excellent references We wanted a company that thinks and acts like we do, “putting customers first.” Our entire experience with them from design and installation to ongoing customer support has reinforced we made the right decision Next slide CS:Tai

How we use our Interaction Analysis Insights to provide “Ridiculously Nice” service to our clients? Everyone in our call center has direct access to timely information they can understand and act on. Our comprehensive analytics suite brings pervasive business intelligence to our organization. Including – and especially – our collectors and team leaders Next slide CS:Tai

CallMiner Eureka automated analytics solution Used to search, analyze, discover Conduct root-cause analysis Configure categories & scores Automated Supervisor/agent portals Direct performance feedback Aggregated view of all KPIs Next slide CS:Tai

HOW WE HAVE INTEGRATED CALLMINER EUREKA INTO OUR ORGANIZATION We operationalize results through improved feedback with reduced effort Our Agents Our Supervisors Review automated scorecards Quickly find & flag coachable moments Identify opportunities for improvement Compare groups and agents Score 100% of contacts automatically We have unprecedented insight and accuracy into the performance of our workforce with 100% monitoring Leverage instant insights for common metrics Configure for specific language and behaviors Build targeted scores Our analyst configure our CallMiner Eureka to set categories and score agents according to our client’s unique requirements and optimal outcome objectives Quality Analyst Next slide CS:Tai

How we use Analytics to drive optimal results for our clients Customize analytics and scores to meet client objectives How we use Analytics to drive optimal results for our clients Ensure Compliance and Ideal Contact Outcomes Root Cause Analysis to identify opportunities for improvement Next slide CS:Tai

We can easily search for our interactions We can easily search for any word or phrase of interest Use any filter to narrow results See context of word or phrase in search results Next slide CS:Tai

ORGANIC DISCOVERY We can quickly perform root-cause analysis with a click of the mouse

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Personalized performance portals that provide our contact center managers, supervisors, and agents direct access to comprehensible and continuous feedback; driving sustainable performance improvement.

We have created scorecards at the department/group level Next slide CS:Tai

Now we can observe any “Behavior” across the entire company at a glance

Ridiculously Nice = $$

Search by what you want!

The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care!

Search for the issues Issues with quality of care Issues with billing insurance Issues with post discharge care Measure on a monthly basis Determine Root Cause Determine “Tip of the Iceberg” before it is too late

High Skill Low Will, High Skill Listen into own calls on SA and discuss the missed opportunities Reinforce potential bonus benefits of promoting more often May be coasting for targets Positive feedback on effectiveness High Will, High Skill Positive feedback on performance Listen into calls; Show what makes them so effective Champ for the team? Share these examples for best practice Using our Speech Analytics as a training tool has helped us to identify and implement an optimal training path for each agent profile. This allows our agents to move to the floor and excel faster. Benita Chmura Alex Portnoy Sula Peace Low Will High Will Low Will, Low Skill Listen into own calls on SA and discuss the missed opportunities Go through good promotion techniques Revisit learning experience prototypes Listen into calls in SA for other advisors having effective conversations High Will, Low Skill Time to go through promotion technique Review best practice guides Listen into calls in SA for other advisors having effective conversations Scout Finch Gregor Samsa Lily Bart Sam Spade Willie Stark Binx Bolling Nick Adams Low Skill

7.8% increase in Compliance 2% improvement in Promises Paid 9% improvement in Promises per Collector 93% increase in calls monitored 2.3 FTE reduction in manual hours to perform quality monitoring

Cost Factor Start Up: Training was very well done. We trained about 12 people to understand how it works. We had 2 FTE do the implementation over a period of 6 months, but we are still learning after 2 years. We have about 2 FTE managing the process with Americollect and AmeriEBO LLC. Annual cost around with labor $170,000

IN SUMMARY IMPROVED DATA INTELLIGENCE INCREASED PRODUCTIVITY INCREASED PERFORMANCE

Join Us For Our Next FREE Webinar Reconciliations In this webinar, you will learn the best practices to ensure your team is being highly productive and efficient. Thursday, August 11 1:00 – 1:30 pm Register here Would you like to learn more about Ridiculously Nice Collections? Click on the smiley face to why Americollect is the perfect fit for you.

SEVEN time winner of Inc Magazine’s Fastest Growing Thank You! SEVEN time winner of Inc Magazine’s Fastest Growing Private Company -2009 to 2015! SEVEN time winner of InsideARM.com Best Places to Work in Collections – 2009 to 2015!