At ADRS Diversified Services, we are continually looking for new ways to enhance our collections process. Our current trial of Genii speech analytics is a crucial step toward achieving that goal. One of the core advantages of speech analytics is its ability to leverage Interaction Intelligence—using data from every customer conversation to drive more personalized and effective interactions.
What is Interaction Intelligence?
Interaction Intelligence provides businesses with a deeper understanding of customer conversations across various channels. Instead of relying on system data or manual processing, speech analytics helps uncover insights from actual customer communications. This data reveals the rich patterns and trends that can lead to improved outcomes.
A Proven Approach
Genii has already proven its value by partnering with a leading bank to help improve collections. The results were impressive:
- A 46% increase in Early Debit Collections
- An 83% increase in cash payments on defaulted accounts
- A 23% improvement in customer commitments
What This Means for ADRS
By integrating Interaction Intelligence into our operations, we aim to achieve similar results. Our agents will have access to comprehensive data on customer interactions, allowing them to engage in more focused, productive conversations. This will ultimately boost our collections and customer satisfaction while reducing operational costs.
Stay tuned for more insights into how speech analytics is shaping the future of collections at ADRS.