Optio Solutions is a leading accounts receivable management agency handling first- and third-party portfolios, with hundreds of experienced agents focused on consistent ROI. With proInsight, Optio transformed call reviews and saved significant time and money while maintaining industry-leading compliance and agent productivity.

• 35% faster call reviews
• 50% decrease in review time on long calls
• 100% compliance coverage

The challenge

Optio's reputation brought plenty of business, and with growth came tens of thousands of calls to review every month. Even with a dedicated team of quality management analysts, Optio could review only a small percentage, leaving questions about the rest. Its existing call review and speech analytics tools were slow and laborious.

The solution

Optio needed to process every agent call, transcribe it accurately, and flag compliance issues and coaching moments. After testing several options, it chose proInsight for its consumer finance focus, streamlined review workflow and high accuracy across dialects and accents. Every call is now analyzed, not just the small share a team can review by hand.

The results

The quality team now handles more than twice as many call reviews thanks to simpler workflows. For calls over six minutes, review time is cut almost in half, and the average review is more than 35% faster, saving hundreds of hours each month.

“proInsight has made call reviews over 35% faster and saves our team hundreds of work hours every month.”
Phil Cooper, Director of Compliance, Optio Solutions

Download the original case study (PDF)