Enghouse Interactive customer Zinc Group, one of the UK’s leading business-to-business and consumer debt collection agencies, has won the prestigious Best Collections Technology award at this year’s Credit Awards. Zinc Group’s win was based on its innovative use of Enghouse Interactive’s Outbound Communicator and Real Time Speech Analytics (RTSA) software solutions.
Critical to Zinc Group’s success was its use of Enghouse Interactive’s soft evaluator capability as part of an RTSA approach. It deploys soft evaluators to gauge cross-talk, conversational tone, the volume of speech and the level of stress demonstrated by the participants on a call. This enables Zinc to move beyond ensuring regulatory compliance to further enhance its focus on treating customers fairly and sensitively at all times.
As Dougie McManus, CEO, Zinc Group, states: “Ultimately, the blend of call recording, speech analytics and outbound dialling technology that Enghouse provides us with effectively supports a new approach to debt recovery and collections. It drives compliance with the Financial Conduct Authority’s (FCA) new regulatory regime but also focuses on taking the theme of treating customers fairly to another level, moving beyond pure compliance to a closer, more empathetic engagement with the customer.”
Another major benefit of the Enghouse Interactive solution is that it allows Zinc Group to evaluate a much greater proportion of calls than would have been possible before. In the past, the company could only sample, review and score approximately 1-2% of every agent’s calls. With the Enghouse Interactive RTSA solution, however, it is able to grow that figure significantly to almost 100%. This in turn helps to ensure that agents are delivering the required outcomes and results to clients and client’s customers.
Simon Adnett, Account Director, Enghouse Interactive, says: “We are delighted that Zinc Group has achieved such important industry recognition for its innovative work in collections and we are proud that our own pioneering outbound dialling and speech analytics tools have been instrumental in securing their landmark win. Together, we are effectively driving a whole new approach to debt recovery and collections which is reshaping the whole landscape and enabling the industry to move beyond compliance to a completely new approach based on empathetic customer engagement.”
Now entering their 18th year, Credit Strategy’s flagship event, the Credit Awards, recognise and reward hard work and best practice in the field of credit and collections.
For more information about Enghouse Interactive, visit their website.