State Collection Service (STCOL), a family held business with four call centers in the Midwestern United States purchased speech analytics to improve call monitoring, streamline the quality assurance process, and gather business intelligence for the purposes of improving customer service and client satisfaction.
In this case study, we look at how the roll-out of speech analytics combined with an automated agent scorecard program, saved STCOL money and delivered greater satisfaction to their healthcare clients.
In this case study, you will find:
- STCOL Speech Analytics Roll-Out
- How Agent Scorecards are Used
- Program Results & Findings