Collector - October 2016 - 18
"If you try and boil the
ocean, to make [the
system] do everything
right away, you're not
going to get through
that data to do anything
with it."
relationship management and QA systems
to operations supervisors each day.
"They are notified that they have
monitors requiring attention they must
address within a specific timeframe,
generally 48 hours," said Daniel Rohrs,
Esq., director, compliance officer and
counsel for The CBE Group. "If it's a minor
finding but still negative, they have five
days to get it resolved."
CBE supervisors can listen to flagged
calls through the Monitor Response Tool
and are required to document the actions
they take in response to the issues,
including that they have spoken with
the collector. If they fail to communicate
that information, an exception report
is generated and delivered to the
compliance team.
"At that point, the compliance manager
would inform the operations manager of
the existence of unaddressed monitors,"
Rohrs said. "The operations manager would
then put heat on the operations supervisor
to complete the monitor."
Straiter noted that Sentry has found
success in creating several targeted reports
to communicate analytics data to staff,
rather than using one big report. These
reports address things like regulatory
risk, attorney involvement, disputes and
client-specific issues. By breaking up the
reporting, it's easier for the Sentry team to
go in and recalibrate or change one report
without taking the whole process offline.
18
"It also helps us to spread the report
results out to different team members
based on their skill sets and levels of
sophistication," Straiter said. "So, for
example, we have a couple of reports that
my newer compliance people may help with
from a review standpoint-pulling up a
section of an account and filtering through
the data. It helps spread out the work."
POWER TO THE PEOPLE
Your speech analytics system won't
work in a vacuum-it does need human
guidance, especially in the beginning.
CBE has a full-time analyst who is
responsible for the technical workings of
its analytics program. This person listens
to calls identified by the system as being
problematic and validates whether or not
there is truly an issue.
That hands-on validation is key because
speech analytics systems are not foolproof.
"You can't rely on the transcripts it
produces implicitly," Rohrs said. "We've
found that it's best at identifying words
that don't sound like any other words, like
'bankruptcy.' Other times, depending on
how fast the agent is talking or a variety of
other factors, the system might tell us that
she is saying 'comedy' when she is actually
saying 'call may be.'"
To work around common
misinterpretations like this, Rohrs said
CBE's analyst can create categories to
include certain words and phrases that the
system often misidentifies, so "comedy"
becomes part of the process for identifying
a disclosure that "a call may be recorded for
quality assurance purposes."
This manual review can also help identify
other types of false positives. Sentry's
compliance team reviews all calls flagged by
the speech analytics system.
Straiter pointed out that while his
analytics system might look for consumers
who say "don't call me," and then note
whether the collector coded the account
correctly, there is a difference between
someone saying "don't call me again" and
"don't call me in the morning because I'm
easier to reach after 4 p.m."
ACAINTERNATIONAL.ORG
http://www.ACAINTERNATIONAL.ORG
Table of Contents for the Digital Edition of Collector - October 2016
President’s Page
Industry News
Best Practices
FYI
Collection Tips
Connect the Dots
Looking Deeper
Head of the Class
Calendar
Honor Roll
The Formula of Five
How to Create Winning Bids and Proposals
A Running Start
ACPAC Election Watch
ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Compliance
ACA SearchPoint
Last Word
Collector - October 2016 - Cover1
Collector - October 2016 - Cover2
Collector - October 2016 - 1
Collector - October 2016 - 2
Collector - October 2016 - President’s Page
Collector - October 2016 - Industry News
Collector - October 2016 - 5
Collector - October 2016 - 6
Collector - October 2016 - 7
Collector - October 2016 - Best Practices
Collector - October 2016 - 9
Collector - October 2016 - FYI
Collector - October 2016 - 11
Collector - October 2016 - Collection Tips
Collector - October 2016 - 13
Collector - October 2016 - Connect the Dots
Collector - October 2016 - 15
Collector - October 2016 - 16
Collector - October 2016 - 17
Collector - October 2016 - 18
Collector - October 2016 - 19
Collector - October 2016 - Looking Deeper
Collector - October 2016 - 21
Collector - October 2016 - 22
Collector - October 2016 - 23
Collector - October 2016 - Head of the Class
Collector - October 2016 - 25
Collector - October 2016 - 26
Collector - October 2016 - 27
Collector - October 2016 - Calendar
Collector - October 2016 - Honor Roll
Collector - October 2016 - The Formula of Five
Collector - October 2016 - 31
Collector - October 2016 - How to Create Winning Bids and Proposals
Collector - October 2016 - 33
Collector - October 2016 - 34
Collector - October 2016 - 35
Collector - October 2016 - A Running Start
Collector - October 2016 - 37
Collector - October 2016 - 38
Collector - October 2016 - 39
Collector - October 2016 - ACPAC Election Watch
Collector - October 2016 - 41
Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Collector - October 2016 - 43
Collector - October 2016 - Compliance
Collector - October 2016 - 45
Collector - October 2016 - ACA SearchPoint
Collector - October 2016 - 47
Collector - October 2016 - Last Word
Collector - October 2016 - Cover3
Collector - October 2016 - Cover4
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