Case Study: Encore Capital Group increases revenue and reduces call center operating costs by 10% with CallMiner

Encore Capital Group - Customer Case Study

Encore Capital Group, a leading provider of debt and recovery management solutions, needed to boost call center agent performance and increase revenue. After evaluating 20 vendors, Encore selected CallMiner and deployed CallMiner Eureka speech analytics (including multi-channel analytics and agent performance portals) to address quality, compliance, and performance gaps.

CallMiner implemented multi-channel analytics, myEureka agent portals, Semantic Building Blocks, full-text transcription, sentiment analysis and automated scoring/categorization with sensitive-data redaction. As a result, Encore realized a return on investment within a year, increased sales/revenue, reduced call center operating costs by about 10%, improved overall call center efficiency, sped up agent onboarding, and strengthened compliance.

Encore Capital Group

Rick Britt

Consumer Data Management and Strategy