Mattersight use in Collections
May 15, 2015
Mattersight use in Collections
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Mattersight Behavioral Analytics
Mattersight is used to record and analyze collection calls. Speech analytics are used to identify events during the call which managers can then use to coach team members. This also allows identification of compliance events.
Pros
- Speech analytics are excellent
- Reporting on call events
- Coaching in the portal
Cons
- Video capture can be challenging to implement
- Cost to implement could be prohibitive
- We saw an immediate efficiency in collection calls.
- We saw reduction of compliance risk when we started to identify those events on calls.
Mattersight is willing to develop any solution that we want.
Comments
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