1. 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.  

2. CEO of Americollect Inc
Kenlyn T Gretz
CEO of Americollect Inc

3. Drivers for Deploying a Speech analytics Solution
Compliance/ Quality
Collector Performance /Skills Enhancement/ Identifying
Top Collectors
Increased Productivity/ Efficiencies/ Revenue Generation
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4. 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
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5. 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
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6. 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
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7. 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
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8. 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
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10. 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
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11. ORGANIC DISCOVERY
We can quickly perform root-cause analysis with a click of the mouse

12. Bubble Word

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

16. We have created scorecards at the department/group level
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18. Now we can observe any “Behavior” across the entire company at a glance

19. Ridiculously Nice = $$

20. Search by what you want!

21. 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!

22. 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

24. 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

25. 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

26. 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

27. IN SUMMARY IMPROVED DATA INTELLIGENCE INCREASED PRODUCTIVITY INCREASED
PERFORMANCE

28. 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.

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