First Credit Services (FCS) is an omnichannel debt collection agency and business process outsourcing company with more than 25 years of compliant collections and receivables management. To build on that record, FCS replaced its labor-intensive speech analytics tool with proInsight.

• 5X faster call reviews
• 35% faster client responses
• 100% of calls analyzed

The challenge

FCS worried that some agents might be tagging events incorrectly or mis-dispositioning calls, and its existing tool couldn't reliably catch every error. That put a hard-earned reputation at risk. The tool also needed regular manual configuration, which was costly for the QA team. FCS wanted to analyze every call for compliance, boost agent productivity and lower the QA workload.

The solution

FCS selected proInsight and deployed it within weeks. Pre-trained on more than 400 million consumer finance interactions, proInsight met most of FCS's core requirements out of the box, including more than 200 industry-specific tags. Prodigal's analytics team built the few additional customizations FCS requested, leaving its in-house team free to focus on core work.

The results

With proInsight scoring every call, FCS catches wrong dispositions and never misses Do Not Call requests or other red flags. Some insights were unexpected. "Some of the insights proInsight revealed were surprising," said Rajeesh Ramakrishnan of FCS, "like the amount of time agents were padding their downtime by waiting in silence at the end of calls and voicemails." Insights like these help FCS coach agents to improve productivity and customer satisfaction.

“The problem we were seeing with other potential tools was that they would be difficult to calibrate to meet our requirements. This was because the script and other necessary elements were supposed to be established by our in-house QA team. This wasn't the case with Prodigal.”
Rajeesh Ramakrishnan, Assistant General Manager of Quality and Compliance, FCS

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