The challenge

Customers sometimes default on the loans they arrange, to which their debt is managed under the collections group. Often, our client finds that these customers use litigious language in defense of their bad debt, creating a situation that could lead to unnecessary legal costs. The client engaged BPA Quality to help reduce the percentage of bad credit clients that end up in court.

Approach

BPA Speech Analysts established queries that scoured every call for words typically used in litigious situations (eg “lawyer”, “I am going to sue you” etc.). Analytics were performed daily to produce a case list that would be then forwarded to a specialised legal queue, trained in managing high-tension credit risk customers.

Key learnings

• Ability to quickly identify high-risk, litigious calls
• Development of a process that allows cases to be managed outside of court
• Development of a bank of training calls to teach agents how to handle high-risk and high-tension calls

Impact

Armed with an accurate list of potentially litigious cases, our client was able to establish a queue of high-risk specialists.

This queue worked specifically on these cases, focusing on resolving issues outside of court.

With the installation of this process, the client realised a drop of approximately 14% in total calls that resulted in court time. The process also has the side benefit of establishing a method for the proper archiving of audio files that are used to establish credit case facts.