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