Navigating Challenging Conversations in the Collections Industry with Speech Analytics
Debt collection is a sensitive and complex matter. It is also becoming more difficult: the International Debt Collections Handbook puts the estimated success rate of collections in the U.S. for 2017 at just 36.7 percent. An additional challenge is that businesses are increasingly focused on providing an exceptional customer experience at every touchpoint – including collections. Balancing these factors is easier said than done. This white paper addresses these challenges and details how speech analytics, along with the right technology partner, can help collections agencies listen to their customers, improve agent performance, and mitigate regulatory risk. Download the whitepaper to learn more about the benefits of speech analytics for the collections industry.