presente the americollectstory · proprietary & confidential, callminer inc. today’s agenda...

Presenterphoto

Presenterphoto The Americollect Story

Leveraging Speech Analytics to Support Corporate Ideals, Objectives

and Culture in the Contact Center

Proprietary&Confidential,CallMinerInc.

q FoundedinFortMyers,FL– 2002q Speech/interactionanalyticsspecialistsq PostContactandRealTimePlatformsq Cloud &PremiseBasedSolutionsq Headquartered inWaltham,MAq OfficesinUS,NottinghamUK&SydneyAUS

Automatedagentmonitoring&performancefeedback

Customerengagementanalytics&intelligenceplatform

About CallMiner


Today’s Agenda1. TheValueofInsightsfromtheContactCenter2. ExplanationofhowInteractionAnalyticsWork3. Americollect’sBackground4. OverviewofAmericollect’sContactCenter(s)5. BeforeAnalytics– Americollect’sQAorAnalyticsApproach&Methodology6. Americollect’sJourneyandsuccess

1. 100%QA2. AgentPerformance/RidiculouslyNice3. ComplianceAdherence4. EBOClientSupport5. ExecutiveSummary/ShowingtheImpact

7. VideoSummaryofAmericollect’s experiencewithSpeechAnalytics8. Summary/Takeaways9. Q&A10. WrapUp


So,,,,,,,,, what is Automated Contact Analytics? (a/k/a Speech Analytics)

“Simplyput,AutomatedContactAnalytics“automatesthemundane”andunlocksCustomerandAgentInteractionInsightsintheContactCenter.”

JeffGallinoCallMinerFounder&CTO

AGENT PERFORMANCE& VOC INSIGHTS

“


Analyzing language, acoustics and metadata provides organization the opportunity to conduct root cause analysis of customer sentiment

Whyarecustomerscontactingyou?

LeveragingInteractionAnalyticstoassess,trendandpredictthesedriversallowscontactcentersthecriticalinsightstomakeappropriatecoursecorrectionstoimproveproducts,services,processes,efficienciesandmostimportantly,OUTCOMES.


CUSTOMER CARE

SALES MARKETING,PRODUCT,POLICY &PROCESSbrand/NPS/leadgen/customerexperience

FEEDBACK /INSIGHT

sourceforpositive/negativecustomerexperiences(agent,product,policy)

feedbackonleadquality,campaign&messagingeffectiveness,customer/competitorintelligence

costreduction/efficiencies/resolution

revenue/saleseffectiveness/compliance

Positioning your contact center for success

Whathappensinthecontactcentermatterstoyourentireorganization

REVENUE CYCLErevenue/collections

effectiveness/compliance


Transcription & acoustic measurements

(redacted)

Use case specificautomated tagging(language patterning)

Compliance, behavior & targeted coaching and

marketing insight

Use case specific Scoring, trending

& tracking

100%Interactions

AudioValues

MetadataValues

AgitationChats

SurveysText MessagesEmails

Twitter

Word TempoSilence

Agent InfoIVR DetailsCaller InfoCRM DataWFO Data

Calls

With metadata

Automated Interaction Analytics - Explained


Compliance,behavior&targetedcoachinginsight

Usecasespecificscoring&tracking

100%Interactions

Withmetadata Usecasespecificautomatedtagging(languagepatterning)

Thank you for calling ABC Corp. How can I help you?

This is my third time calling! You overcharged me on my last bill. I need to speak with a manager!

May I confirm your name, address , and email address? your account?

I’ve already given that information to the previous agent. This is ridiculous !

Proper Greeting

Right Party Contact

EmpathyCompliance Language

Dissatisfaction AgentEffectiveness

PolitenessDisputeLanguage

CloseLanguage


Transcription&acousticmeasurements

(redacted)



(redacted)

Usecasespecificautomatedtagging(languagepatterning)

Compliance,behavior&targetedcoachinginsight

100%Interactions

Withmetadata

AGENTQUALITY

72

CALLCLOSE

HIGH

DISATISFACTION

76

AVERAGEHANDLETIME

Optimal

COMPLIANCELANGUAGE

HIGH

AgentEFFECTIVENESS

Medium

Usecasespecificscoring&tracking




(redacted)

Automatedcategorizationandtagging

(languagepatterning)

100%Interactions

Withmetadata Configurableautomatedscoring&tracking

Compliance,trends,behavior&targetedcoachinginsight

Real-timeMonitoring

Search,Trend,DiscoverCompare,Report

ALERT ANALYZEAutomatedQualityor

PerformanceManagement

FEEDBACK

How Speech Analytics Works

ExportingDatato3rdPartyApplications

API


Service Sales FinancialServices

CustomerExpectations

q ConfidenceinProcess‒ Informed‒ Secure‒ Efficiency‒ Pleasantexperience

q FairTreatment‒ Politeness‒ ClearCommunication‒ Compliantbehavior‒ Dignity

q “Frictionless”Experience‒ Efficiency‒ OneCall‒ Politeness‒ ConfidenceinResults

What do customers want?

KeyMetricstoMeasure

DISCLOSURE POLITENESS

84

CONSENT EMPATHY

86 91%

MINI-MIRANDA

71

PAYMENT OPTIONS

87%


Analyticsworkbench,category/scorecardconfiguration

Agentandsupervisorfeedbackperformanceportal

Americollect’s Analytics Platform

Proprietary&Confidential,CallMinerInc.13

Americollect

q Foundedin1964,with12employeesq HealthcareFocusedRevenueRecovery(MedicalDebt)q OurOtherHalf– AmeriEBO(ExtendedBusinessOffice)q CorevaluesarebuiltonbeingRidiculouslyNiceq OurgoalistochangethewayCollectionAgenciesareviewed

by:‒ TalktomoreRIGHTpeople,attheRIGHTtime,whentheyhavetheRIGHTamountof

money,tomakeitRIGHTforourus,theconsumer,andourclients.

q LocatedinManitowoc,WIq 250Employees


Americollect’s Contact Center

q Americollectisstaffedwithapproximately90CollectionSpecialists,8CollectionTeamLeadsand2Managers

q AmeriEBO(ExtendedBusinessOffice)continuestogrow!Currently,wearestaffedwith25ClientRelationsSpecialists,3ClientRelationTeamLeadsand1Manager

q QAStaff(2)OneQualityAnalystandaBusinessAnalyst


Background on Organization’s Use of Interaction Analytics

q Priortodeployingspeechanalytics‒ Manual‒ MinimalReviews‒ LimitedProcesschecks&balances

q Identifiedneedtoenhancedmonitoring‒ BeganprogramminginApril2015‒ DeployedtoEmployeesinJuly2015

q Review1800collectioncalls&650EBOcallsdailyq Startedwiththebasics:Compliance,RidiculouslyNicescoreandoverall

Qualityq Progressedintointegratingsystemreportingforoverallprocessreviewq Currentlywehaveapproximately400+searchesbuilt


Americollect’s Journey and Success

q AbilitytotrackAgentsRidiculouslyNicePerformance

q ComplianceAdherenceq ExtendedBusinessOffice(EBO)Client

Supportq ExecutiveSummary/Showingtheimpact


Americollect’s Success –Ridiculously Nice Performance

q MyEurekaforallagentsq DailyTrackingandCallReviewsq MonitorRidiculouslyNicePerformance

‒ Empathy‒ Confident‒ Politeness

q Validatingwordsthatwork‒ AbilityandWillingnessScore

q Abilitytofindcallsforenhancedtrainingq CompensationKPI’sincludeCallMiner

scores


Americollect’s Success – Compliance Adherenceq ComplianceScoreforagentsq ComplianceProcessAssurance

‒ Disputes

0.00%

2.00%

4.00%

6.00%

8.00%

10.00%

12.00%

%PotentiallyNotDisputed


AmeriEBO – Extended Business Office (EBO) Client Support

q IntegrationofProcessingSystemReportandCallMiner‒ EBOQualityofCare/PatientComplaintstracking‒ ReferralAdherence

q Abilitytoshowreferralreasonsq Identifiesprocessimprovements

‒ “CallRecording”addedtoclientIVR


Americollect – Executive Summary / Showing the Impact

q IncreasesExecutivebuy-inq Letsleadershipknowwhatthespeech

analyticsteamisworkingonq Informationcanleadtofurther

investigationbyrequestq Highlightstopfindingseachmonth

‒ TopCollectors/MostImproved‒ TopicoftheMonth

- August:ConvertCCP(CreditCardPaymentstoACH(Checkingaccountwithdrawals)


The Results – Converting CCP to ACHq Identifiedopportunitytopromotecheck

withdrawalsvscreditcardpaymentsq CreditCardshavehighersurchargethan

checkwithdrawalsq CreatedSearchPhrasestoidentifywhenACH

dialoguewasusedvsCCP‒ Whenappropriatedialoguewasused - 42%ofpaymentsweremadewithcheckpay

‒ WhentheappropriatedialoguewasNOTused - ONLY12%ofpaymentsweremadewithcheckpay

q Re-trainedtheappropriatedialogueanddecreasedoursurchargesby~$3.00pertransaction!

Call Analysis Results

12%

42%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50% Percent of ACH payments Vs. Total payments

ControlGroup

Convertto ACH

ACH payments rose 30% by using ACH dialogue!


Let’s watch the Americollect Video


Summary / Takeaways

q RidiculouslyNiceService=Collections- TalktomoreRIGHTpeople,attheRIGHTtime,whentheyhavetheRIGHTamountofmoney,tomakeitRIGHTforourus,theconsumer,andourclients.

q DataAnalyticsisKEYq SpeechAnalytics– Morethanjustqualityauditing

‒ IntegrationofSystems

q PartneringwithClientstoprovidedata


View a video demo or schedule your in-depth, “1 on 1” Personalized Demonstration and be sure to explore CallMiner’s innovative On-line ROI Calculator tool. The links for the next steps in your analytics journey can be found below:

If you would like to learn more about Interaction Analytics,,,

https://callminer.com/#see-a-demo

https://callminer.com/speech-analytics-roi-calculator-inquiry/

Step 1 Step 2 Step 3 Step 4

Video Demo Webinar Demo Personalized Demo Test Drive


Thanks !

Phone(781)547-4052email:[email protected]

Websites:www.callminer.comwww.engagementoptimization.com

presente the americollectstory · proprietary & confidential, callminer inc. today’s agenda...

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