CCMR3 Improves Call Audits and Customer Experience with ProInsight

Prodigal, a software company whose technology is pioneering collection intelligence, is excited to announce that its customer, CCMR3, a premier debt collection agency has achieved 100% coverage on call audits and compliance automation using its machine learning platform, ProInsight.

“Automated call scoring and highly customizable tags on the ProInsight platform are ground-breaking in the Accounts Receivable Management industry,” said Jacob Corlyon, CEO of CCMR3. “This technology allows us to monitor all customer interactions to ensure every exchange meets our empathetic, people-first approach and standard” he added.

ProInsight utilizes proprietary machine learning models to evaluate 100% of call center agents’ interactions. This helps compliance teams save 90%+ of their time conducting audits.

The Accounts Receivables Management (ARM) industry ensures that consumers and small businesses who pay their respective outstanding debt(s) on time have access to credit at affordable interest rates. It continues to be the cornerstone in the credit ecosystem and a major influence behind credit availability to consumers in the U.S., Canada, and abroad.

Like every other industry during the ongoing COVID-19 pandemic, the ARM industry is also undergoing wide-scale digitization of core operations like debt collection. That, catalyzed by a fundamental shift in remote work, has driven companies like CCMR3 to employ next-generation technologies like Artificial Intelligence (AI) to streamline their operations.

The ProInsight platform helps CCMR3 in maximizing the accuracy & effectiveness of compliance & quality assurance oversight. It also helps CCMR3’s customers find long-lasting payment solutions that put them on the path to financial success.

"With ProInsight, we can audit 100% of our customer interactions. It provides us with highly accurate operations analytics and insights that help us materially improve our QA efficiency. The platform is flexible, intuitive & easy to implement, and provides ROI from Day 1" said Joseph Conlon, Director of Operations, CCMR3.

The platform does this by capturing intelligence from every call interaction and provides an aggregated and searchable view into which parts of which conversations did or didn’t meet or include any number of pre-designed, configurable, and easily augmentable “tags”. As a result, its rapid assessment of 100% of customer conversations brings to light the specific conversations or themes that need immediate attention.

Forward-looking debt buyers are increasingly realizing the boundless potential of such powerful AI tools for efficient debt collection processes.

Excited by the adoption of ProInsight in healthcare collections, Prodigal’s CEO, Shantanu Gangal, said, "CCMR3 is a very forward-looking customer, and We are excited to partner with them as they set new standards for healthcare revenue cycle and collections. Prodigal continues to build superior automation products for the ARM industry, thanks to customers like CCMR3".

With its powerful set of AI solutions, the team at Prodigal is determined to continue this success moving forward and help businesses in the Accounts Receivables Management industry recover debts and maximize revenue.

About CCMR3:

CCMR3 is a premier debt collection agency committed to providing professional and ethical collections services in multiple industries. It is a member of ACA International, New York State Collectors Association, Receivables Management Association, International Association of Commercial Collectors, and Healthcare Financial Management Association.

About Prodigal:

Prodigal is a platform for AI-powered workflow automation solutions in financial services and debt collection call center environments. It aims to minimize compliance risk and maximize collection revenue while optimizing loan servicing and debt collection operations. The platform provides both real-time AI and post-call AI solutions for businesses.