Breaking down how Speech Analytics is used in Collections
Hear Sean Clark, SVP Platforms at Provana, and Industry experts share their views on Speech Analytics adoption in ARM industry
Today, speech analytics is a critical part of any successful collection operations. It helps ensure compliance with rules and regulations and empowers you to train (and coach) collectors to be more effective. This explains why (as per Account Recovery’s survey on speech analytics), two-thirds of the companies in the ARM space appear to be using speech analytics in some shape or form. Using the results of a recently released report, the panelists (Sean Clark and George Del Vecchio) in this webinar — sponsored by Provana — discussed how collection operations are and should be, using speech analytics in their operation to maximize efficiency and effectiveness. This webinar also discussed how speech analytics can act as the glue to illuminate key performance indicators (KPIs) across modern collection operations and set them up for success. If you missed attending the webinar, you can access the recording here.
Mike has more than 20 years of experience in the media industry. Presently, he is running a news and information platform where he provides content, podcasts, newsletters, and webinars for executives in the credit and collections industry.
SVP, Platforms, Provana
With 16 years of experience in the collections industry, Sean guides the development of compliance, speech analytics, and consumer experience platforms across several market verticals.
Sr. Manager, Compliance, T-Mobile
George brings a wealth of experience in outside collections compliance, strategy, and operations. He has a long history in telecommunications with Sprint and Embarq before joining Radius Global Solutions. George returned to T-Mobile in 2020. George’s knowledge of both creditor and agency programs and processes provides a unique perspective that helps deliver a best-in-class compliance program for T-Mobile!