Insight-Driven Prompts Guide Agents to the Most Appropriate Action
Sitel® Real-Time Collections Alerts uses speech analytics to listen to and analyze calls in real time. Employed as part of our first party collection solutions, artificial intelligence (AI)-driven agent alerts prompt the next best action, driving customer satisfaction while also increasing the cure rate of loans previously in arrears.
AI identifies customer sentiment and listens for flags, alerting agents to the most appropriate next step reducing escalations and increasing efficiency.
Guide agents to the most appropriate action.
Cure Rate Improvement
Call Rate Improvement
Increased Net Promoter Score
Prompt Most Appropriate Next Action
Flags most appropriate next action, including when to use balance in full versus settlement language and when to request direct payments.
Monitor Quality and Performance
Screens 100% of calls for quality and performance, including regulatory compliance.
Drive Customer Satisfaction
Identify customer sentiment and flag language that drives negative sentiment to create greater empathy.