Improve Performance And Compliance With Structured Call Monitoring
Your call center is the front line of collection and the face of your business. Call monitoring is crucial to ensuring agents follow company performance standards and adhere to regulatory and end-client requirements. However, ever-changing compliance regulations, limited resources and a lack of knowledge on what to monitor make it difficult to implement a structured call monitoring program.
Our flexible call monitoring services use our Perfect Employee outsourcing model to provide effective call monitoring that helps improve performance, compliance and customer experience. Well trained and highly experienced, our associates monitor, score and log more than 8,000 calls each month.
Our call monitoring services use industry best practices to deliver:
- Independent, objective, impartial and transparent assessments of calls
- Significant sample sizes to identify trends and the calls that require your attention
- Prompt and meaningful results with reporting frequencies tailored to your needs
- A consolidated management view of agent-level and department-level results
- Actionable data that identifies the root cause of issues, in order to improve call quality and customer results over time
- Flexible staffing that allows you to increase capacity during peak volume and decrease during slower periods
End-To-End Call Monitoring Services
Our call monitoring services, which include the entire call monitoring life cycle, draw from our deep expertise. We have extensive experience with a variety of types of consumer calls, including open and closed accounts, credit cards, auto receivables, mortgage deficiencies and medical receivables.
Create A Call Monitoring Program
We help design a comprehensive call monitoring structure aligned with your company’s core business and organizational structure, your call center’s scope of responsibilities, regulatory standards and client expectations.
Refine Call Scorecards
We can provide industry-tested scorecard templates or help improve existing cards. Scorecards have checkpoints on regulatory compliance, client requirements and adherence to company policies and procedures, and can also include collector effectiveness evaluations.
We listen to a random sample of call recordings from targeted employees. Using a defined scorecard, we review and rate each call against key requirements and regulatory risk controls. We create calling logs and pull sample calls required by your clients.
We provide summary reports with the scores for each call monitored, along with team and department aggregate scores. We also provide trend reports that show scores over time to help identify any risks and areas for improvement.
100% Call Monitoring, Automatic Scoring
Our KPO service monitors a random sample of calls to identify trends. But when used in tandem with ICAP, our speech analytics platform, you get 100% call monitoring. Using AI, ICAP automatically scores every call, flagging potential issues that our team reviews. There’s no need to staff an internal team.