Improve Performance And Compliance With Structured Call Monitoring

Your call center is the front line of collection and the face of your business. Call monitoring is crucial to ensuring agents follow company performance standards and adhere to regulatory and end-client requirements. However, ever-changing compliance regulations, limited resources and a lack of knowledge on what to monitor make it difficult to implement a structured call monitoring program.

Our flexible call monitoring services use our Perfect Employee® outsourcing model to provide effective call monitoring that helps improve performance, compliance and customer experience. Well trained and highly experienced, our associates monitor, score and log more than 8,000 calls each month.

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Our call monitoring services use industry best practices to deliver:

  • Independent, objective, impartial and transparent assessments of calls
  • Significant sample sizes to identify trends and the calls that require your attention
  • Prompt and meaningful results with reporting frequencies tailored to your needs
  • A consolidated management view of agent-level and department-level results
  • Actionable data that identifies the root cause of issues, in order to improve call quality and customer results over time
  • Flexible staffing that allows you to increase capacity during peak volume and decrease during slower periods

End-To-End Call Monitoring Services

Our call monitoring services, which include the entire call monitoring life cycle, draw from our deep expertise. We have extensive experience with a variety of types of consumer calls, including open and closed accounts, credit cards, auto receivables, mortgage deficiencies and medical receivables.

Create A Call Monitoring Program

We help design a comprehensive call monitoring structure aligned with your company’s core business and organizational structure, your call center’s scope of responsibilities, regulatory standards and client expectations.

Refine Call Scorecards

We can provide industry-tested scorecard templates or help improve existing cards. Scorecards have checkpoints on regulatory compliance, client requirements and adherence to company policies and procedures, and can also include collector effectiveness evaluations.

Monitor Calls

We listen to a random sample of call recordings from targeted employees. Using a defined scorecard, we review and rate each call against key requirements and regulatory risk controls. We create calling logs and pull sample calls required by your clients.

Report Results

We provide summary reports with the scores for each call monitored, along with team and department aggregate scores. We also provide trend reports that show scores over time to help identify any risks and areas for improvement.

100% Call Monitoring, Automatic Scoring

Our KPO service monitors a random sample of calls to identify trends. But when used in tandem with ICAP® our speech analytics platform, you get 100% call monitoring. Using AI, ICAP automatically scores every call, flagging potential issues that our team reviews. There’s no need to staff an internal team.

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Decrease Costs And Increase Profits

Call monitoring does more than just ensure internal and external compliance. It can also help increase collections and reduce costs. Our call monitoring services can help improve your business’s profitability by:

Reducing costs using Provana’s global and flexible delivery approach, with typical savings of more than 35%

Enabling supervisors to spend more time coaching agents and driving recovery goals

Providing variable pricing and capacity models that ensure you only pay for work done

Improving your compliance profile and reputation, which can help increase market share

Providing a better customer experience and increased client satisfaction

Poor Call Quality Can Adversely Affect Revenue

Our Call Monitoring Services Can Help Improve Performance