As an industry leader in accounts receivable management, this full-service debt collection agency was no stranger to the operational challenges facing the collections space.

With a nationwide footprint and clients across multiple industries, they had long grappled with the inefficiencies of outdated quality assurance (QA) workflows.

"All our previous software promised we would be able to get rid of QA," lamented the agency's CIO. "But they never delivered."

Instead, the company continued to struggle with a time-consuming manual review processes. Desperate for a solution that could finally help them streamline their workflow, they turned to Prodigal's AI-powered QA platform, ProInsight.

The AI difference

Unlike the generic call analytics solutions the agency had tried in the past, ProInsight is purpose-built for the unique needs of consumer finance. Leveraging an AI Intent Engine trained on over 400 million real-world conversations, ProInsight is able to deliver human-level accuracy at scale.

Switching to ProInsight meant automating away the tedious, error-prone manual reviews that had plagued the agency's QA team. ProInsight analyzed 100% of customer interactions against custom scorecards, flagging exceptions and compliance issues with over 90% precision.

"Prodigal understands our industry," the CIO noted. "The other software companies are selling to everybody. But Prodigal got my business - they knew what I was talking about, they understood what I wanted to do."

Streamlining processes, streamlining teams

With ProInsight's AI-powered automation handling the bulk of QA responsibilities, the agency was able to significantly right-size its workforce. They reduced their QA team by four seats, a move that single-handedly covered Prodigal's monthly subscription costs - and then some.

"Prodigal was the first time we were actually able to eliminate QA headcount," the CIO shared. "That alone is paying for Prodigal's monthly bill and then some."

Beyond the sheer cost savings, ProInsight also eased the pressure on the remaining QA staff. The platform's custom scorecards and pre-built reporting capabilities took the manual legwork out of call reviews, allowing the team to work more efficiently and accurately.

Unlocking a 4X ROI

With the costs of QA substantially reduced and operational efficiencies soaring, the debt collection agency was able to achieve an impressive 4X return on its investment in Prodigal. And this was just the beginning.

"Prodigal's understanding of our industry was key," the CIO emphasized. "They didn't try to be everything to everybody. They focused on what we needed, and that made all the difference."

As the collections space continues to grapple with staffing challenges and operational complexities, AI-powered solutions like ProInsight are emerging as a true game-changer. By automating manual workflows, elevating quality, and optimizing workforce utilization, Prodigal is helping forward-thinking agencies transform their QA and compliance programs.

For this leading debt collection firm, the results speak for themselves: streamlined processes, optimized teams, and a compelling 4X ROI. When the promise of transformative technology finally meets the reality, the benefits can be powerful indeed.

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