Analyzing the conversations.

Author:Read, Brendan
Position:CASE Study

It is not enough anymore to monitor agents' conversations with customers and then schedule coaching sessions. These interactions must be carefully analyzed with the aid of screen and speech analytics solutions. Firms that have done so have experienced improved performance and bottom-line results. Here is one such example:

Healthcare Revenue Recovery Group (HRRG), a division of TeamHealth, a large healthcare professional staffing and administrative services firm, provides medical debt collections services. HRRG has 74 agents, split between contact centers in Lathrop, Calif, and Plantation, Fla. Its focus is on improving revenue recovery while retaining patient customers.

HRRG needed a cost-effective, systematic means of monitoring and assessing agent performance that would provide a sound basis to coach and train agents to achieve those goals. It found monitoring alone was not adequate in identifying which agent skills were crucial to increasing collections revenue and in measuring usage of those key skills.

The firm turned to speech analytics, as the solution would enable it to automatically "listen" to 100 percent of its calls and assess agent performance in a completely objective manner. Only with such comprehensive and objective monitoring could small changes in agent usage of key skills be immediately and accurately measured.

In November 2009, HRRG chose UTOPYs ( Collections Optimization, a speech analytics solution built on the UTOPY SpeechMiner platform that is specially formulated to improve delinquent accounts collection. It includes a knowledgebase of key collections skills and the phrases spoken by agents when leveraging those abilities. It has dashboards, analytics, reports and alerts which measure and monitor skills usage. UTOPY Collections Optimization also includes UTOPY Intelligent Coaching products that permit supervisors to easily create targeted and individualized training, both coached and self-learned.

The UTOPY solution software was installed and configured in December 2009 followed by initial identification of critical agent skills and tuning the system. It went live in February 2010.

HRRG set out two metrics to improve: collections revenue and phone payment rates. It pinpointed their top- and bottom-performing agents in terms of revenue collected. Then UTOPY identified the skills that best differentiated them. It discovered that HRRG's top performers utilized specific techniques much more often than the...

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