“CXM® has been a phenomenal tool, allowing us to settle disputes
quickly and effectively. Ultimately, this makes CXM®
invaluable - our client retention has greatly improved
as a result of the system.”
— Mark Mathews, Chief Information Officer,
NRS
opportunity
NRS ranks in the top tier of commercial collection agencies in the United States, with over 2.7 million debtors in their database. A trusted collection agency of more than 25 years, with receipts of over $1 billion dollars to date, utilized an antiquated tape-based Dictaphone system. The call recording and quality monitoring solution, was not efficient to retrieve information and generally ineffective. There were two real issues which needed to be addressed by their new communications software: compliance with the FDCPA (Fair Debt Collections Practices Act) and improving their collector performance.
solution
CXM® was implemented to automatically record 100% of communications for the 250 employee collections center. The customizable call recording and quality monitoring module integrated seamlessly with Avaya communication platform, the IAT predictive dialer and the existing collections software. Additionally, the CXM® suite allowed for indexing of all calls for ease of retrieval. This was of real importance for NRS in their need for quality control and lawsuit avoidance. At times, debtors may file complaints or lawsuits concerning fair practices. Any call could be played back for attorneys or clients in cases of dispute, allowing the integrity of the calls to speak for themselves.
The system also allows for information
on each collector to be easily recorded and reported
on, with information such as length of calls and call
volume for each collector. This gives management the
opportunity to review the performance of their team
and disseminate that information into reports, via
a standard web browser interface. CXM® was also utilized
as an instruction tool, using recorded calls to train
collectors on dealing with challenging situations.
Additionally, CXM® allows for real-time monitoring.
Management has the capabilities to listen in on calls,
even stepping in, to aid in collections.
results
CXM® has enabled NRS to identify potential problems faster and correct them with greater accuracy, ultimately improving their clients' cash flow with an agile and effective collections system. Their CXM® software runs on an open architecture interfacing storing data in SQL Server. This open architecture enables NRS to integrate its in house collection application with CXM® generated data. Now, NRS can drill down on the call recordings directly from their collection software. "We looked at a number of recording vendors and selected the Co-nexus CXM® solution as it offered a feature rich solution that complimented our other collection technologies," said Mathews. It is clear that CXM® was the most dynamic and comprehensive solution to help NRS ensure compliance and improve their collector performance.
