Key initiatives

With LockStone VA, however, it’s now possible to obtain a scrubbed transcript and recording of every conversation instantly instead of manually monitoring calls in a tedious and extensive process. Utilizing categories and keyword spotting, you can identify precisely when and where prohibited language is being used, non-compliant offers are being given, or when required greetings and disclosures are not being properly used by reps. This way, you are able to easily identify your top reps, identify positive and negative trends, and establish best practices across your organization.

Automated scorecards, driven by established performance metrics and spoken phrases, will deliver accurate, detailed statistics on every debt collection agent, as well as across a team of agents. With LockStone VA, supervisors within a debt recovery agency view executive reports to enforce and monitor compliance processes, identify agents who can benefit from additional training, and share best practices from collectors who are highly successful.

Together with LockStone Customer Interactions recording solution,  LockStone VA is an integral tool that provides an affordable way to ensure regulatory and/or script compliance so that employees adhere to company rules and regulations while in conversations with customers. This insures against potential liability and acts as a customer service training tool to help guide and improve agent performance in challenging situations.

Running a collections contact centre is possibly one of the hardest environments to manage. After all, their customers don’t really want to speak to them. So, if their customers don’t want to speak to them, how would LockStone passive voice biometrics identification assist when you need to hear the customers voice and they need to, well actually speak!

Firstly, your agents don't need to ask their customers the organisation is phoning the customer. They know who they are contacting and already have the customers information. BUT, in order to comply with regulations such as ‘right party contact’, they have to ask their customers very frustrating and invasive questions which invariably irritates the customer in order to quiz the customer as to their authenticity. The more conversations focuses on understanding the customer’s situation and hopefully encouraging the customer to engage more openly with your Agents could mean the difference between resolving an arrears situation, versus being shut out completely.

Secondly, once you have your customer’s voice in your Voice Biometrics Bank, you can reduce the Average Handle Time (AHT) of your repeat calls, resulting in immediate operational efficiency and cost saving.

Lastly, in the situation where the customer no longer wants to speak to you and claims that you have contacted the incorrect person, their voice print will provide confirmation that it is indeed the correct person, allowing your organisation to flag the call as such and eliminating time and money with data agents trying to ascertain new contact information.

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