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CallMiner Customer, State Collection Service, Wins Implementation Award from Speech Technology Magazine

August 22, 2017

State Collection Service achieves dramatic improvements in proper patient identification, regulatory disclosures and customer compliments

Waltham, MA – 8/22/2017 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announces today that State Collection Service, a leader in the healthcare receivables market, was honored with an Implementation Award from Speech Technology for achieving significant business benefits from its deployment of the CallMiner EurekaLive speech analytics solution.

“As a long-time user of Eureka speech analytics, State Collection Service has always pushed the envelope. They are now doing the same with EurekaLive with unique applications of the technology to provide their agents with better data to continuously improve the patient experience,” says Paul Bernard, CallMiner President & CEO. “We have a strong partnership with State Collection Service, always encouraging each other to take the technology and the use of the technology to the next level.”

Prior to using Eureka speech analytics, State Collection Service monitored quality by manually reviewing just a handful of recorded calls. In response to consumer protection rules that regulate how calls can be handled and a desire to better train agents and improve the patient experience, the company selected CallMiner’s Eureka speech analytics for post-call analysis and reporting on 100% of its calls.

In an effort to improve the outcome of the calls while agents were in conversation with patients, the company recently added CallMiner’s EurekaLive, which provides next-best-action guidance to agents while they are on the call to ensure that they are saying the right things at the right time. Alerts include reminders to seek permissive phone numbers, use courtesy language and helpful hints for successful call resolution.

The EurekaLive command post enables supervisors and quality analysts to review in-progress calls as well. Escalation attempts, compliance concerns and negotiation opportunities are highlight and the calls that require immediate attention are prioritized.

“EurekaLive has not only proven to be a major competitive advantage for us, it has increased compliance while enhancing the patience experience, patient satisfaction and first-call resolution,” says Tracy Dudek, Vice President of Operations at State Collection Service. “One of the greatest benefits of the technology has been the increase in the amount of positive language being used by our agents during a call. Patient compliments are up 114 percent,” Dudek adds.

Since implementing CallMiner EurekaLive in its contact centers, State Collection Service has seen the following results:

  • 5 percent decrease in risk language
  • 21 percent decrease in dissatisfaction language
  • 114 percent increase in customer compliment language
  • 2 percent decrease in consumers asking for a callback
  • 4 percent increase in proper insurance language
  • 9 percent increase in regulatory disclosure language
  • Increase in proper patient identification on calls to 98.95 percent, compared to 94.12 percent in the fourth quarter of 2016

In the future, State Collection Service plans to expand its use of CallMiner’s EurekaLive to incorporate surveys to further improve patient satisfaction and collection performance.

About State Collection Service Since 1949, State Collection Service has provided quality collection service to countless healthcare organizations. Through experience and innovation, State Collection Service has grown to become a tremendously credible and nationally-recognized collection agency offering services from pre-registration to bad debt. It is upon the basis of ethical behavior and a dedication to integrity that each State Collection Service employee works to uphold the company’s vision – Partnerships for a Lifetime.

About CallMiner CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes.  With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement.  Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.

Media Contact: Maureen Szlemp | CallMiner Marketing Director | | 319-573-3312.

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