Continental Service Group, Inc., d.b.a. ConServe, is pleased to announce that it selected Nexidia Interaction Analytics, a leading 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 this partnership, ConServe will improve their collectors’ performance and increase their overall effectiveness, and will use the evaluation capabilities within 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% 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 & Compliance Officer, ConServe. “Nexidia Interaction Analytics will allow us to maintain our high standards, ensuring growth and continued recognition as a leader in the industry.”
Unlike traditional quality monitoring which relies on a random sample of calls for each collector, Nexidia Interaction Analytics monitors 100% of calls and tracks performance across site, team and agent levels. This allows organizations to customize training to the areas and individuals where it is most needed. Supervisors are able to select specific calls for targeted coaching, ensuring compliance and performance goals are met.
“Managing performance across an entire organization can be challenging using a random call selection approach,” said John Willcutts, President and Chief Executive Officer of Nexidia. “Nexidia will give ConServe the ability to use the information contained in 100% of their interactions to ensure optimal collector performance while maintaining the level of service for which they’re known.”
Founded in 1985, Continental Service Group, Inc. (dba ConServe) provides accounts receivable management services in the higher education, government, and commercial markets. ConServe was ranked as the #1 performing collection agency on the U.S. Department of Education’s student loan collection contract from 2004-2010. In 2009, ConServe was again awarded a long term contract by the Department of Education and is currently among the top performers in this category. ConServe has also achieved the ACA International Professional Practices Management System (PPMS) certification. ConServe was a recipient of the Rochester Business Ethics Award, listed on the Inc. Magazine’s 5000 fastest growing companies, named a Rochester Top 100 company 10 times in the last 11 years and named by insideARM.com as one of the Best Places to Work in Collections.
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.