3rd Party Remote Call Monitoring Feature

Continental Service Group, Inc. (ConServe), a provider of accounts receivable management services in the higher education, government, and commercial markets, has chosen Nexidia (News - Alert) Interaction Analytics, a provider of customer interaction analytics solutions for business transformation, to better manage collector performance while keeping up with federal compliance regulations and delivering exceptional customer service.

As a result of the partnership, ConServe hopes to improve its collectors’ performance and increase overall effectiveness.

ConServe said that the company will use the evaluation capabilities of Nexidia Interaction Analytics to study best practices, complete evaluations and deliver targeted coaching. ConServe will also be able to strengthen compliance monitoring with the ability to screen 100 percent of calls – an important component given today’s stricter regulations.

“We pride ourselves on delivering outstanding customer service with an intense focus on ethics and compliance,” said Pamela A. Murphy, VP privacy and compliance officer, ConServe, in a statement. “Nexidia Interaction Analytics will allow us to maintain our high standards, ensuring growth and continued recognition as a leader in the industry.”

Officials with Nexidia said that instead of relying on a random sample of calls for each collector, Nexidia Interaction Analytics monitors 100 percent of calls and tracks performance across site, team and agent levels. This is designed to allow organizations to customize training to the areas and individuals where it is most needed. Company officials said that supervisors are also able to select specific calls for targeted coaching, ensuring that compliance and performance goals are met.

John Willcutts (News - Alert), president and chief executive officer of Nexidia, said that managing performance across an entire organization can be challenging using a random call selection approach. He said that Nexidia will give ConServe the ability to use the information contained in 100 percent of their interactions to ensure optimal collector performance while maintaining the level of service for which they’re known.

Earlier in June, Nexidia announced that FICO, an analytics software company, will offer Nexidia Interaction Analytics with its FICO Debt Manager 9 collections and recovery platform.