FFAM360, also known as the FFAM360 Alliance® of Companies, owns debt and delivers business process outsourcing and accounts receivable management across many verticals. These include auto and property subrogation, rental car damage and unpaid fees recovery, medical debt, bank and retail debt, healthcare revenue cycle management, receivables purchasing and specialty finance.

• 90% faster compliance call reviews
• 12% increase in payment discussions
• 25% lift in agent effectiveness

The challenge

FFAM360 wanted its agents and managers to work more efficiently without adding non-call work or extensive retraining. It saw three areas to improve: time spent on after-call work, helping agents meet compliance requirements and repayment goals, and the compliance review process itself.

The solution

FFAM360 started with proInsight, which analyzes calls and automatically flags the portions that need follow-up. Impressed with the results, it added proNotes, which auto-generates call notes so agents move to the next conversation faster, and proAssist, which gives agents real-time direction during calls.

The results

With all three, FFAM360 met payment goals more efficiently, improved compliance workflows and served customers with more empathy. Prodigal cut the time managers spend on compliance review by 90%, increased repayment discussions by 12% and made agents 25% more effective across the board.

“Using Prodigal, we've seen a jump in payments, and up to a 25% increase in other critical agent effectiveness areas like compliance scores, rebuttals, and objections. Our customers are the heart of our operations. Prodigal lets us keep that commitment by helping our agents be more empathetic and in-the-moment, while driving win-win results.”
Paul Allen, COO, FFAM360

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