April 16 2018

Is Silence Golden? Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

My Dad always told me, “Son, silence is golden”. Now that I have 2 grand kids, I certainly understand what he meant. But, my Dad wasn’t talking about Contact Centers and the Customer Experience where, in fact, “Silence Is Not Golden” especially when it comes to improving the efficiency of your call center and the productivity of your agents. In addition, collections firms must be able to prove compliance with various regulations or face exposure to costly legal actions and fines. It is essential for all financial institutions to be able to provide the reports that can prove compliance. It is also vital to be able to identify areas for improving efficiency, increasing collections and enhancing the customer experience.

See how using CallMiner Eureka Speech Analytics helped Nationwide Credit Corp achieve:

  • 12% reduction in calls that included silence
  • 15% reduction in escalation language
  • 6% reduction in legal action mentions
  • 3% reduction in FDCPA violation language

Get your copy of Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

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