Real-Time Collections Alerts

Leverage speech analytics to identify when to use balance in full versus settlement language or when to request direct payments.

Insight-Driven Prompts Guide Agents to the Most Appropriate Action

Sitel® Real-Time Collections Alert 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.

Measurable Results

Guide agents to the most appropriate action.

26%

Cure Rate Improvement

14%

Call Rate Improvement

20%

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.

Build brand loyalty through human connection.
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