The Problem:
A financial services company’s collections department was falling short of its performance metrics. Some agents were bypassing the system to avoid customer interactions, resulting in frustrated customers and poor overall performance. The core issue: management lacked comprehensive visibility into agent calling activity, leading to inefficiencies and missed revenue opportunities.
The Solution:
The ISI Analytics platform, with its Enhanced UC Analytics and Managed Services, provided the visibility needed to identify underperforming agents and address the issue head-on. ISI Analytics empowered the company’s leaders to monitor agent activity more effectively and act on insights in real-time.
The Result:
After implementing ISI Analytics, the customer gained a clear view of individual agent performance, allowing for quick identification of low-performing agents. This visibility eliminated blind spots in the caller experience and enabled the company to make near real-time staffing adjustments, ultimately leading to an increase in debt collection revenue.
“ISI Analytics allows us to pinpoint non-performing staff, empowering our team to make quicker staffing changes.” – Collaboration Voice Lead
Key Outcomes:
- Enhanced visibility into customer experience improvement opportunities.
- A successful organization-wide initiative to increase debt collection revenue.
- Optimized staffing strategies, both in the short and long term.
- Reduced reliance on IT teams for generating daily, weekly, and monthly reports.
With ISI Analytics, line of business managers now have access to powerful insights, including call counts and durations, ranking and exception reports, cradle-to-grave caller experience analytics, ring time and abandoned calls, as well as call center-like reporting for hunt groups, native call queuing, and call queues.
Learn More:
Discover how ISI Analytics’ powerful UC analytics help organizations improve productivity, enhance the customer experience, ensure compliance reporting, and streamline call accounting.
