Managing risk is a critical component of any collections process. At ADRS Diversified Services, we are harnessing the power of speech analytics to enhance our risk management capabilities. With Genii speech analytics, we can analyse customer conversations in real-time, identifying potential risks early and mitigating them before they become larger issues.
Risk Management through Data Insights
Speech analytics allows us to analyse every customer conversation, providing us with valuable data on customer sentiment, payment patterns, and potential issues. This data helps us to:
- Identify at-risk accounts more effectively
- Tailor conversations to address specific customer concerns
- Reduce losses and enhance operational efficiency
How It’s Working
In our trial of Genii speech analytics, we’ve already begun to see the benefits of using Interaction Intelligence for risk management. By having deeper insights into customer behaviour’s and conversations, our agents are better equipped to respond to customer needs and minimize risk. We believe this will not only improve collections but also ensure that we maintain strong relationships with our customers.
