Collections teams know some agent behaviors are holding them back. What they often can't see is which behaviors, why they happen and how to stop them, so the team can lift efficiency, quality and payments. Here's what we uncovered for one customer.

• 11% of agents responsible for 40% of misunderstandings
• 87% higher handle time on calls with misunderstandings
• 4 agents responsible for 20% of legal threats

The challenge

Prodigal teamed up with Davies Group to help a shared client find opportunities to reduce risk, raise revenue and address the agent issues holding the team back. Working from the client's existing data and solutions, the two teams built custom tags and reports to understand the issues and estimate the benefit of fixing them.

The solution

Because the client already used proInsight, the team could track agent performance in detail. The analysis traced 40% of borrower misunderstandings to 11% of agents, 20% of legal threats to four agents, and escalations to weak objection handling. All three were clear targets for improvement.

The results

With reliable proInsight data behind its recommendations, Davies laid out a plan to coach agents on objection handling, pilot a first- and second-line agent model to reduce escalations, and run a root cause analysis on mentions of legal threats. The expected impact: lower handle times, fewer silences, a better customer experience and fewer management escalations.

“Prodigal's comprehensive solutions deliver actionable opportunities from customer conversations and data. Their user-friendly products and responsive customer service should put them on the top of the list for teams looking to new analytics and reliable AI to move their business forward.”
Sumeet Maru, Senior Analyst, Davies

Download the original case study (PDF)