Case Study: Revenue Enterprises improves agent performance and compliance with CallFinder

Revenue Enterprises monitors 100% of calls with CallFinder

Revenue Enterprises, a provider of early-out and precollection services for healthcare clients, faced challenges with the resource burden of manually monitoring agent calls for performance and compliance. Their limited resources meant they could only review a small sample of conversations. To address this, they sought to enhance their contact center's technology and implemented an automated call scorecard solution from CallFinder powered by speech analytics.

The solution from CallFinder automatically analyzed and categorized 100% of customer conversations. This allowed Revenue Enterprises to increase quality monitoring to cover every call, gain immediate insights into compliance rates, and reallocate resources from manual sampling to agent coaching. The results included identifying the top 10 inbound call reasons and revealing scripting issues for improved training, leading to better compliance and customer experiences.

Revenue Enterprises