"Northstar Location Services is a full service receivables management company utilized by major financial firm... its off erings include first and third-party collections, customer service and skip tracing. To improve operational excellence and enhance customer experience, the compliance group within Northstar determined the company could increase e fficiency and customer satisfaction through identifying key issues during live customer/agent conversations."
"The team identified areas in which they could eliminate non-compliance risks through Castel Detect’s easy-to-use monitoring system shown right on agent screens. For example, the team determined agents could self-monitor their calls by visibly seeing when the call was broaching/exceeding business thresholds. By viewing emotion levels for both sides of the call, agents were able to better respond to customer’s feelings and statements while also managing their own. In doing so, agents were able to recite necessary disclosures and legal statements to customers in a suitable process allowing such important information to be relayed without talkover (customer and agent speaking at same time), or emotional discourse. Once a predetermined threshold associated with a business risk was detected, a visible and audible alert was generated and sent to the appropriate trained employee."
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Northstar Location Services claim the following: * 54% decrease in escalated customer calls * 63% decrease in customer complaint letters * 35% decrease in call handle time