Resurgent Capital Services Implements CallMiner Speech Analytics to Maintain Compliance

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CallMiner, the leader in speech analytics and compliance solutions for contact centers, and Resurgent Capital Services, a leading manager and servicer of consumer debt portfolios, today announced that Resurgent has implemented the CallMiner Eureka  speech analytics solution to ensure continued oversight, compliance and customer satisfaction.

Using the CallMiner Eureka post-call analytics platform, Resurgent enhances its oversight efforts by expanding and improving its call monitoring system.  This investment continues Resurgent’s track record of striving to stay at the front of the industry in terms of customer service and compliance. By monitoring and scoring phone calls with CallMiner, Resurgent can increase the efficiency and depth of its monitoring efforts in a manner that maximizes performance and compliance.

“We have a unique monitoring opportunity because we are integrating and reviewing calls from several different locations, and it’s important that we maintain a consistently high level of customer service across the board.” said Ken Hamill, Senior Vice President of Compliance, Oversight, and Improvement at Resurgent. “We selected CallMiner because their solution is perfectly positioned to help us with this multi-site group of agents and challenges associated with it.”

“Resurgent understands the importance of maintaining compliance and using the best available technologies in an increasingly complex regulatory environment,” said Terry Leahy, Chief Executive Officer at CallMiner. “They are also focused on providing excellent customer service, and that is one of the most important factors for a successful speech analytics implementation. All of us at CallMiner are very excited to work with Resurgent.”

CallMiner will be exhibiting at the DBA International Conference in Las Vegas, February 5-7.

CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

Resurgent Capital Services is an industry leading manager and servicer of consumer debt portfolios who manages accounts for a variety of affiliated and non-affiliated creditors nationwide.  With significant compliance, legal and audit resources, Resurgent has prided itself on a robust compliance program and fair customer treatment since it was founded in 1998.

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Posted in Collection Technology, Debt Collection, Dialers .

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