Advanced Collections Performance Management
Data-Driven Coaching and Training to Continuously Sharpen Agent Skills
Advanced Collections Performance Management is a training and coaching solution that combines decades of collections expertise with powerful speech analytics.
Agent training and coaching is timeless in the pursuit of better recovery rates. But performance evaluations are often subjective, constrained by finite time and resources.
Harness the power of speech data to enhance agent coaching, optimize performance, and elevate customer experience.
Why Speech Analytics Powers Collections Success
15%
Improvement in collection and recovery by using speech analytics
15%
Increase in agent productivity with speech analytics led coaching
100%
Call monitoring removes subjective bias
Performance Expertise Meets Transformational Technology
An Adaptive Call Model Ensures Compliance and Consistency
- Give agents a structured call flow for every collections interaction
- Define success for future performance coaching
- Address specific business challenges
Agent and Manager Traiming Conducted by Collections Experts
- Teach agents the art of effective communication
- Use real call examples
- Reinforce call model best practices for consistent performance
Remove Subjectivity from Call Evaluations with Speech Analytics
- 100% call monitoring
- Focus on key areas like assessing, resolving and compliance
- Deliver comprehensive performance insights
Ongoing, Data-Driven Coaching Keeps Agent Skills Sharp
- Use analytics to identify trends and adjust coaching
- Refine training programs for sustained improvement
- Track agent performance against business KPIs
Continuous Improvement in Collection Effectiveness
With the Advanced Collections Performance Management solution, you can:
- Improve customer satisfaction
- Boost bottom line revenue
- Ensure regulatory compliance accuracy automatically
- Drive down operational costs lost to ineffective training
- Consistently scale up agent performance
Managed Services for Your Success
Achieve proficiency in Speech Analytics with the full support and expertise of Bridgeforce
- White-Glove Service — We help you adopt and master the Speech Analytics tool, integrating it into daily operations for maximum value for managers and teams.
- Proficiency Development — We will enhance managers' and team leads' skills in using Speech Analytics to drive improvements confidently.
- Infused Expertise — Our collections experts are on standby, ready to offer practical, on-the-ground support.
- Actionable Insights — We'll conduct monthly reviews of your Speech Analytics data to help you track performance and take action.
- Self-Sufficiency — We'll give you the proficiency to manage speech analytics independently, with the option to reach out for further assistance as needed.
About Us
Agent Training by Bridgeforce: Our proven collections training has empowered clients to boost dollars collected and improve customer satisfaction scores while enhancing agent performance. For 25 years, Bridgeforce has been at the cutting edge of collections, helping organizations improve recovery rates and make meaningful connections with customers.
Speech Analytics by Provana: Providing innovative technology platforms for over a decade, Provana has deep insight into which calls to focus on, helping companies reduce the need for internal monitoring.
Together, Bridgeforce and Provana drives improved agent performance and bottom-line results.
