Case Study: Nationwide Credit Corporation achieves improved compliance and 12% less call silence with CallMiner Eureka

Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

Nationwide Credit Corporation (NCC), a large mid‑Atlantic collections firm, needed to strengthen compliance, agent monitoring and reporting amid increased CFPB and FDCPA scrutiny while also reducing silence on calls and improving collection outcomes and the customer experience. To accomplish this, NCC partnered with CallMiner and deployed CallMiner Eureka Interaction Analytics (with the MyEureka performance feedback portal) to monitor, score and analyze 100% of agent interactions.

CallMiner implemented Eureka’s acoustic analytics and automated scorecards, flagging silence over two minutes, generating client‑specific reports and enabling targeted coaching and QA workflows. As a result, NCC reduced calls containing excessive silence by 12%, lowered escalation language by 15%, cut legal action mentions by 6% and trimmed FDCPA violation language by 3%, improving productivity, compliance and risk mitigation while enabling faster, more accurate reporting to clients.

Nationwide Credit Corporation

Shaunta Holmes

Training Director