Case Study: State Collection Service, Inc. achieves increased revenue collection and accelerated agent development with CallMiner Eureka Interaction Analytics

Increases Revenue Collection & Accelerates Agent Development with Automated CallMiner Eureka Interaction Analytics Scorecards

State Collection Service, Inc., a 68‑year‑old healthcare receivables management firm with four contact centers and roughly 600 agents, faced limited and time‑consuming manual QA—reviewing only about five calls per agent per month—making it difficult to measure agent performance, ensure compliance, and maximize recovery rates. To address this, they partnered with CallMiner and deployed the CallMiner Eureka Interaction Analytics suite (post‑call analytics, the myEureka Performance Feedback Portal, and Eureka real‑time analytics) to automate scorecards, monitor 100% of interactions, and accelerate agent development.

CallMiner’s solution delivered targeted coaching, just‑in‑time real‑time guidance, and automated scoring, producing measurable gains: a 23% improvement in First Call Resolution, a 12% reduction in average silence, and savings equivalent to 4,000 FTE QA hours in the first year, plus dramatic short‑term improvements after 90 days of real‑time analytics (114% increase in customer compliment language, patient identification up to 98.95%, 48.9% increase in TCPA disclosure language, and reductions in risk and dissatisfaction language). These outcomes drove higher revenue per agent, better compliance, and improved customer experience through CallMiner’s Eureka platform.

State Collection Service, Inc.

Tracy Dudek

Chief Operating Officer