Case Study: Frontline Asset Strategies achieves nearly 98% compliance and 75% fewer lawsuits with CallMiner Eureka Interaction Analytics

Optimizes Compliance & Collector Performance with Automated CallMiner Eureka Speech Analytics Scorecards

Frontline Asset Strategies (FAST), a Saint Paul–based debt collection and call center provider, needed a way to continuously evaluate and improve collector performance, ensure strict compliance with laws and client policies, and streamline internal processes. To do this they turned to CallMiner and deployed CallMiner Eureka Interaction Analytics along with the CallMiner MyEureka Performance Feedback Portal to move from spot‑check manual scorecards to automated, 100% call monitoring.

CallMiner implemented automated Eureka scorecards, keyword/risk detection and personalized MyEureka dashboards so collectors and supervisors could coach, self‑coach and tie compliance to commissions. As a result CallMiner helped FAST raise compliance to nearly 98% in six months, cut collector‑related lawsuits and complaints by 75%, reduce FTEs for complaint response, analyze 100% of interactions and achieve speech‑recognition accuracy above 90% (sample 98.64%), driving measurable improvements in performance and consumer experience.

Frontline Asset Strategies

James Magnuson

Business Analyst