A leading Illinois-based agency focused on healthcare and retail receivables wanted to minimize after-call work and increase productive time on calls. Agents could then work more accounts and focus on borrowers without distraction.

• 50% reduction in wrap time
• 20% increase in in-call time
• $8,000 annual savings per agent

The challenge

The agency struggled to give agents more time with borrowers and less time on post-call wrap-up. Letting agents focus on borrowers instead of note-taking would improve customer satisfaction, and automating after-call work would relieve agent stress and improve efficiency.

The solution

The agency adopted proNotes. Prodigal's speech and natural language processing AI summarizes each conversation into succinct notes in real time, replacing manual notes taken during wrap-up. The note is ready as soon as the call ends, and collectors can review and edit it before submitting.

The results

proNotes delivered a major productivity boost. Most agents saw wrap time fall by 50% within two weeks, which translated to a 20% increase in in-call time across the board.

“Every agency wants to maximize the amount of time their agents are spending talking to right party contacts, and proNotes does exactly that. I was shocked when I saw how quickly our wrap times improved. proNotes is a must-have for collectors of all experience levels.”
Chief Information Officer

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