analytics is changing the way we talk to your customers and why Ridiculously Nice Collections really does help you collect more money Kenlyn T Gretz CEO of Americollect Inc ID: 789774
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Slide1
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.
Slide2Kenlyn T Gretz
CEO of Americollect Inc
Slide3Drivers for Deploying a Speech
analytics Solution
Compliance/ Quality
Collector Performance /Skills Enhancement/ Identifying
Top Collectors
Increased Productivity/ Efficiencies/ Revenue Generation
Slide4Why 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 ITPCI 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.”
O
ur
entire experience with them from design and installation to ongoing customer support has reinforced we made the right decision
Slide5How we use our Interaction Analysis Insights to provide
“Ridiculously
N
ice
” service to our clients?
Our comprehensive analytics suite brings pervasive business intelligence to our organization.
Including –
and especially –
our
collectors
and team leaders
Everyone in
our
call center
has
direct access to timely information they can understand and act on.
Slide6CallMiner Eureka automated analytics solution
Used to search
, analyze, discover
Conduct root-cause analysis
Configure categories & scores
Automated Supervisor/agent
portalsDirect performance feedback
Aggregated view of all KPIs
Slide7HOW WE HAVE INTEGRATED CALLMINER EUREKA INTO OUR ORGANIZATION
Configure for specific
l
anguage and
behaviors
Leverage
instant
insights
for common metrics
Compare groups
and agents
Identify opportunities
for improvement
Quickly find & flag coachable moments
Score 100% of contacts automatically
Our Agents
Quality Analyst
Our Supervisors
Our
analyst
configure
our CallMiner Eureka
to
set categories and score
agents
according to
our client’s unique requirements
and optimal
outcome objectives
We have unprecedented
insight and accuracy into the performance of
our
workforce with 100% monitoring
We operationalize
results through improved feedback with reduced effort
Build targeted scores
Review automated scorecards
Slide8How we use Analytics to drive optimal results for our clients
Customize analytics and scores to meet client objectives
Root Cause Analysis to identify opportunities for improvement
Ensure Compliance and Ideal Contact Outcomes
Slide9Slide10We 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
Slide11ORGANIC
DISCOVERY
We can quickly perform
root-cause analysis with a click of
the
mouse
Slide12Bubble Word
Slide13Personalized performance portals that provide
our contact
center managers, supervisors, and agents direct access to comprehensible and continuous
feedback;
driving sustainable performance improvement.
Slide14Slide15Slide16We
have
c
reated
s
corecards
at the department/group level
Slide17Slide18Now
we can observe
any “Behavior” across
the
entire company at a glance
Slide19Ridiculously Nice = $$
Slide20Search by what you want!
Slide21The HCAHPS
(Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care!
Slide22Search 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
Slide23Slide24Using 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.Low WillLow Skill
High Skill
Willie Stark
Gregor Samsa
Sam Spade
Scout Finch
Binx Bolling
Lily Bart
Nick Adams
Sula Peace
Benita
Chmura
Alex Portnoy
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
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
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
Slide257.8%
increase in
Compliance
2%
improvement in
Promises Paid
9% improvement in Promises per Collector93% increase in calls monitored 2.3 FTE reduction in manual hours to perform quality monitoring
Slide26Cost 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
Slide27IN SUMMARY
INCREASED
PRODUCTIVITY
IMPROVED DATA INTELLIGENCE
INCREASED
PERFORMANCE
Slide28Join 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
hereWould you like to learn more about Ridiculously Nice Collections? Click on the smiley face to why Americollect is the perfect fit for you.
Slide29Thank
You!
SEVEN
time
winner of InsideARM.com Best Places
to Work in Collections – 2009 to 2015!
SEVEN
time winner of
Inc
Magazine’s
Fastest
Growing
Private
Company -
2009 to
2015!