Case Study: AMCOL Systems achieves real-time compliance and higher agent performance with CallMiner

Real-Time Feedback Takes Agent Performance and Compliance to New Levels

AMCOL Systems, a healthcare accounts receivable management firm operating in 34 states, needed to compress the cycle of collecting performance metrics and delivering actionable feedback to improve compliance under regulations like the FDCPA and boost agent performance. AMCOL worked with CallMiner and its CallMiner Eureka interaction analytics platform (plus the myEureka performance portal and EurekaLive real‑time QA) to move from post‑call review to real‑time agent feedback.

CallMiner implemented EurekaLive alerts and the myEureka/myCoach dashboards in a phased rollout with training and internal promotion, giving agents on‑call guidance and supervisors instant visibility. The results were dramatic: omissions of required representing language fell 54% in one month (from 37% to 17%) and then to under 0.5% the following month, shortcuts in required language dropped 69% in seven days (settling at roughly a 50% improvement long term), and AMCOL saw faster new‑hire ramping, higher agent productivity and an uplift in cash collection attributable to CallMiner’s real‑time analytics.

AMCOL Systems

Charles Felsberg

Auditing Manager