Case Study: Delta Outsource Group achieves optimal revenue recovery and TCPA/FDCPA compliance with CallMiner Eureka Interaction Analytics

Achieves Optimal Revenue Recovery While Remaining TCPA and FDCPA Compliant with Interaction Analytics

Delta Outsource Group, a nationwide provider of collection and receivable management programs, faced limited visibility into agent performance and rising compliance risk—relying on manual scorecards that sampled only a few calls and left them exposed to TCPA and FDCPA violations. To address long call durations, excessive silence, missed “tax time” recovery opportunities and potential legal exposure, they engaged CallMiner and deployed CallMiner Eureka Interaction Analytics (and the MyEureka Performance Feedback Portal).

CallMiner’s solution enabled Delta Outsource Group to analyze 100% of interactions (increasing calls reviewed per agent from ~5 to ~200 monthly), add automated scorecard categories, and link compliance scores to incentives. Within 90 days they cut average call duration by 20% and silence by 25%, reduced FDCPA/abusive-language incidents and immediate recovery rates improved via a new “Tax Time” category—delivering higher compliance, lower legal risk and measurable gains in productivity and revenue.

Delta Outsource Group

Sam Eidson

Director of Compliance