Leading Collections Agency Now Dramatically Improving their Conversion Rates and Mitigating Risk While Improving Overall Collector Efficacy
Sentry Credit’s Mike Mathis to Keynote Luncheon at National Collections and Credit Conference on Monday, March 14, 2011, at the Fontainebleau Hotel in Miami Beach
EVERETT, Wash. and FORT MYERS, Fla. – March 11, 2011 – CallMiner Inc., the leader in enterprise speech analytics today reported the positive impact of one of its speech analytics implementations with a leader in the Collections Industry, Sentry Credit. Sentry Credit purchased and implemented CallMiner Eureka speech analytics in mid-2010.
Sentry Credit President Mike Mathis said, “Although we had originally purchased CallMiner Eureka to help our organization with compliance issues, today we are using its power in various other ways including to dramatically improve Right Person Contact (RPC) conversion rates. With CallMiner, we are able to determine which collector behaviors – words, phrases and actions – result in a successful RPC and then train and coach other collectors to emulate those words and behaviors.”
CallMiner’s President and CEO Terry Leahy said, “The fact that Sentry Credit has achieved such impressive results in a very short period of time is direct testament to the fact that CallMiner Eureka speech analytics is easy to use and produces tangible business results quickly.”
Mathis said, “Sentry Credit is very encouraged by three significant results: (1) We know with certainty that Better Business Bureau, Attorney General and FTC mentions have decreased; (2) We know that our lawsuits in the past year have decreased some 30%, whereas lawsuits in the Collections Industry in general are up about 30%, and finally, (3) We know for a fact that our collectors have changed their behavior; with CallMiner Eureka acting as a “Tireless Supervisor,” the impact on their performance has been remarkable. In parallel with implementing speech analytics we have also made significant other process, procedural and technology changes and CallMiner Eureka has been a key foundation for delivering the improvement we have achieved.”
Leahy said, “Sentry Credit gets it and they are successful as a result. Using CallMiner Eureka, they can easily identify and monitor risky language mitigating risk while simultaneously optimizing collectors’ performance.”
Meet Mike Mathis
See Mike Mathis at The 15th Annual National Collections and Credit Risk (NCCR) Conference at The Fontainebleau Hotel in Miami Beach on Monday, March 14, 2011. Mathis will be the featured speaker in the event’s Technology Showcase Luncheon at 12:30 p.m. ET. Mathis’ topic will be “Mitigating Risk and Improving Collectors’ Performance Using CallMiner Speech Analytics.” For more information and to register for NCCR, visit http://www.collectionscreditrisk.com/conferences/nccr11/.
About Sentry Credit
Sentry Credit is a leader in the debt collections industry. The agency was founded June of 1992 with the expressed mission to create an agency that broke the mold of stereo-typical, old-school agencies and their tactics. Today Sentry Credit is growing to meet market needs and has approximately 200 collectors, a full-service legal department, a highly-skilled and adaptable client services department, a cutting-edge I.T. department, and an ever-watchful Compliance department. Sentry Credit is committed to compassionate collections; always ensuring that every consumer is treated fairly and with respect. Sentry’s collectors are trained to find ways to resolve problems and overcome obstacles and Sentry believes every interaction should be conducted with patience, persistence and professionalism. For more information, please visit www.sentrycredit.com or call (425) 257-9500.
CallMiner is the leader in enterprise speech analytics. CallMiner Eureka enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more. This timely business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of service delivery, and identify areas for process improvements. CallMiner’s customers realize improved customer retention, higher first call resolution, greater agent and supervisor productivity and lower quality assurance costs. For more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit callminer.com.
CallMiner®, CallMiner Eureka!®, TopicMiner®, and Tireless Supervisor® are registered trademarks of CallMiner, Inc.