Case Study: Davies Group reduces risk and boosts revenue with Prodigal Technologies Inc's ProInsight

Uncovering agent behaviors driving loss and risk

Davies Group engaged Prodigal Technologies Inc to help a collections client uncover the agent behaviors driving loss and risk. The team faced limited visibility into what was causing misunderstandings, legal threats, escalations and long handle times — findings showed 11% of agents were responsible for 40% of misunderstandings, 4 agents for 20% of legal threats, and calls with misunderstandings had 87% higher handle time — so they turned to Prodigal Technologies Inc’s ProInsight to get actionable analytics.

Using the client’s existing data and ProInsight, Davies and Prodigal Technologies Inc built custom tags and reports to pinpoint problem agents and root causes, then recommended coaching on objection handling, a first-/second-line pilot to reduce escalations, and targeted root-cause analysis of legal threats. Those focused actions — enabled by ProInsight’s reliable data — produced expected improvements: lower handle times, fewer silences, improved customer experience and fewer management escalations.

Davies Group

Sumeet Maru

Senior Analyst