Accounts Receivable Management Employs CallMiner Speech Analytics
Accounts Receivable Management (ARM), a provider for receivable management solutions, has deployed CallMiner Eureka to automate call monitoring of every ARM collections call.
The companies said that with increasing collections activity as a result of the recession and continued troubled economy, the industry's reputation and public perception has been marred by poor collections practices, which have often come under the scrutiny of regulators. ARM will leverage CallMiner speech analytics to automatically analyze calls for fair collections practices and compliance to improve consumer experience and satisfaction.
"Prior to deploying CallMiner speech analytics, we would sample calls in an effort to monitor and enforce compliance and best practices," Joe Burch, CEO at ARM, said. "This simply wasn't an effective way to measure agent performance and mitigate our risk. Our clients in different sectors have different needs. We chose CallMiner Eureka because it allows us to tune our analysis to ensure we are delivering high-quality, customized programs for each of our clients."
"The collections and receivables management industry continues to be a strong market segment for us, with a clear and proven ROI for speech analytics," CallMiner's president and CEO Terry Leahy said. "ARM's selection of CallMiner shows their continued commitment to leading edge technology to better serve their clients."