FFAM360, also known as the FFAM360 Alliance® of Companies, owns debt and delivers business process outsourcing and accounts receivable management through a large network of affiliated companies. After seeing results with proInsight, FFAM360 also implemented proAssist and proNotes and saw a 12% lift in payment discussions.

• 90% reduction in compliance time
• 100% compliance coverage

The challenge

FFAM360's previous compliance tools came with long, complicated workflows. They flagged whether a call might contain a violation but gave no transcript or detail about where. A compliance manager had to listen to the entire call, sometimes an hour long, to find an issue that might not exist if the flag was wrong.

The solution

proInsight flags the specific sections of a call that need human review and highlights the relevant transcript, taking compliance managers straight to the issue. That precision cut the time FFAM360 spends reviewing calls by 90%.

The results

Dropping the old processes slashed review time and raised compliance coverage to 100% of calls, freeing the team to focus on agents and customers. "Because proInsight is so much easier to use than its competitors, operations and compliance managers are now spending more time coaching agents instead of struggling with the software," said COO Paul Allen.

“With proInsight, we track and score every call across a number of parameters and compliance aspects in 10% of the time it used to take, improving our productivity ten-fold.”
Paul Allen, COO, FFAM360

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