Call Center Software and Speech Analytics: Monitoring for Success

Collections training manager Nikkia Hamler has been with the Weltman firm for over 20 years. She recently participated in Provana’s webinar Speech Analytics 2.0: Finally! Objective Metrics For Your Contact Center. In this interactive session, Nikkia discussed the success of using Provana’s ICAP speech analytics to train call center agents, track successes, and ensure compliance with the Consumer Financial Protection Bureau (CFPB) and new Regulation F standards. Now, we’re sharing some of the key takeaways from Nikkia’s presentation.
 

Having speech analytics allows us to listen to trends, create training processes, and see how effective those processes are for the future of call center services. Before Weltman’s collaboration with Provana, we were searching for a deeper look into our call center metrics. Once we learned more about their ICAP software, we were interested in the AI-powered call monitoring that they offered.

Once the client information was programmed and the format was discussed, we were ready to go and after seeing the potential of this tool, we began using ICAP for 100% of our clients over time.

When it comes to customizing your client’s dashboard, the turnaround process doesn’t typically take long (around 2-3 weeks). Weltman represents a number of clients who have different criteria. ICAP allowed us to create various scorecards, layouts, scripts, objectives, and so much more to respond to our clients’ needs.
 

Weltman’s staff and management team now use this tool to view insights at any time. It is one location where we can see updated metrics and how they align with our call center objectives. Our clients may ask us for certain information in a specific format, and we are thrilled to send them relevant and supportive call recordings and reports. 

There’s always something new in the creditors’ rights industry and space. For example, our call center was recently effected by the launch of Regulation F on November 30, 2021. At that time, we had to take a step back to prepare new call center scripts and evaluate their successes, all while staying compliant. At Weltman, we feel prepared for changes like Regulation F because of our talented call center team and collaborators.

Another great thing about having speech analytics is that our agents can look at past performances to better prepare, train, and succeed in the future. Looking back at successful calls can show when a particular employee is doing well, what call tactics score high, and ultimately what potential we have as a team. At Weltman, our clients are our main focus. Based on our experiences, we feel prepared to shift with the trends and changes that come within this landscape and transform them into fully developed metrics.

If you have questions about Weltman’s collection services team, connect with Nikkia at any time. For additional details of Nikkia’s webinar, read Provana’s 4 Call Center Hacks to Make the Most of Your Speech Analytics Program blog and/or watch the full webinar here.

This blog is not a solicitation for business and it is not intended to constitute legal advice on specific matters, create an attorney-client relationship or be legally binding in any way.