And, everything can be exported to an excel spreadsheet and be sent out to the team for holistic performance reviews. Important call center QA data, as well as agent scorecards (internal and provided by clients), can be visualized in Provana's speech analytics via pie charts and other visual means. In addition to this, the "Risk Mitigation" tab lets auditors easily find recordings with issues. An auditor or supervisor can go directly to the part of the call where the dispute was playing, which can save time in hours while responding to escalations by clients. The "Dispute" tab of Provana’s speech analytics dashboard lists out select calls and respective agents who mentioned the word dispute on their call with the consumer. This is where the ease of use and better functionality of a speech analytics platform comes into play.
VALOR INTELLIGENT PROCESSING PROFESSIONAL
The challenge is no collection agency can hire enough QA personnel to listen to every recorded interaction between agents and debtors to catch compliance lapses and instances of professional misconduct.
VALOR INTELLIGENT PROCESSING FULL
To put such call ethics and regulation on the front, QA personnel need to listen to all calls to ensure full compliance. It’s possible for a newly trained agent to forget Mini-Miranda, ignore verifying the consumer’s name, or overlook giving the recording disclosure. Valle Martin recently spoke on a webinar about how Provana’s speech analytics solutions helped her team save precious time and establish a solid feedback loop between collection agents and managers. You can watch the webinar on-demand at Beyond the Basics: Using Speech for CFPB Compliance. Valor is a digital financial support services company that helps businesses recover the money they are owed in a professional and ethical manner at every touchpoint of the collection lifecycle. She had another important goal on her mind – helping the Valor’s agents identify performance gaps in a constructive manner.
Valle Martin, Director of Compliance at Valor Intelligent Processing, was looking for such a solution for call center QA that could also offer her ease of use along with obvious alignment to CFPB, UDAP, and FDCPA regulations. Having said that, only malleable speech analytics solutions that quickly evolve as per customer preferences lead to better collection yield.
To Gordon, there is no personal achievement that means as much to him as knowing that he provides a great place to work for the people he cares most about, his employees. Gordon’s treatment of his employees, the amazing culture and atmosphere he provides them and never straying away from the family mentality is what Gordon will tell you is the secret sauce of his success in the industry. Gordon’s trademark in the industry is not only his ability to bring in multi-million dollar contracts, but to operate and strategize those portfolios to “Best in Class” results for those clients.
Under Gordon’s leadership over the last two decades his previous organization has been the recipient of many industry related awards including 32 “Agency of the Year Awards” for their respective clients and the 2009 National Agency of the Year at the Dennis and Judy Hammond Debt Connection Symposium out of 6,600 similar companies. In February 2015 Gordon won TRMA’s President’s Award for the “Speech of the Year” and was also featured on the cover of the Collection Advisor Magazine twice, one of those for being recognized as one of the industry’s top 30 most influential collection professionals.
Gordon is known as a motivator, educator and great public speaker in the industry participating in panels, debates and several individual speeches at industry related events as well as contributing articles and content to several call center publications. Gordon has 20 years of experience with expertise in the recovery of Wireless, Landline, Cable, Satellite, Internet, VOIP and Financial Institutions. Gordon Beck is the President and COO of Valor Intelligent Processing, a new organization in the ARM Industry specializing in BPO and 3rd Party Collections.
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