Improving Negotiation Effectiveness & Call Management through Speech Analytics

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.

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