Case Study: Stoneleigh Recovery Associates achieves CFPB compliance and 100% call monitoring with CallMiner

Stoneleigh Rewards Agent Compliance with Insights from CallMiner Interaction Analytics

Stoneleigh Recovery Associates, a debt-collection company with about 100 agents, needed to demonstrate compliance with new CFPB rules after its largest customer asked for changes to incentive and compliance practices. Relying on limited manual QA that reviewed only a few calls per agent, Stoneleigh selected CallMiner and its CallMiner Eureka interaction analytics to monitor calls, validate CFPB requirements, and raise agent quality scores.

CallMiner deployed CallMiner Eureka to automatically record and analyze 100% of voice, email and text contacts, objectively score interactions against Stoneleigh’s compliance rules, and produce actionable scorecards and metadata. Within one month average quality scores jumped from 195 to 260 and after 12 months averaged around 295 (topping 300), enabling targeted coaching, revised incentive programs, improved productivity and reduced compliance risk — results Stoneleigh attributes to CallMiner.

Stoneleigh Recovery Associates

Nikki Noyes

Director of Compliance