Case Study: First Credit Services stops compliance violations and achieves 5× faster call reviews with Prodigal Technologies Inc's ProInsight

FCS stops compliance violations in their tracks

First Credit Services (FCS), an omnichannel debt collection and BPO firm, faced risk of compliance errors from agents mis-tagging and mis-dispositioning calls and an ineffective, labor-intensive speech analytics tool that missed Do Not Call requests and required frequent manual configuration. To address these gaps, FCS turned to Prodigal Technologies Inc and its AI-powered call analysis product, ProInsight.

Prodigal Technologies Inc deployed ProInsight within weeks, leveraging its pre-training on 400+ million consumer finance interactions and 200+ industry tags plus a few customizations from Prodigal’s analytics team. As a result, FCS now analyzes every call, catches wrong dispositions and DNCs, and uncovered agent downtime — delivering 5x faster call reviews, 35% faster client responses, reduced QA labor, and improved agent coaching and customer satisfaction.

First Credit Services

Rajeesh Ramakrishnan

Assistant General Manager of Quality and Compliance