How Contact Center QA Reduced Litigation Risk for a Financial Services Retailer
Organizations in regulated industries face unique challenges balancing compliance, risk, and customer satisfaction. BPA Quality’s approach to contact center QA reducing litigation risk, agent performance gaps, and compliance failures combines expert-led quality monitoring, targeted training, and actionable insights — driving measurable outcomes across financial services, legal, healthcare, utilities, and beyond.
How Contact Center QA Reduces Litigation Risk in Financial Services
Our client is one of the largest retail outlets for home electronics in the Southern United States. As most of their inventory consists of high-ticket items, they provide an in-house financing option for their customers. The finance department is supported by a contact center that manages accounts for all customers who apply and use credit, including new credit, purchases, general services, and collections of bad debt.
Litigious Customer Calls Creating Unnecessary Legal Costs
Customers sometimes default on the loans they arrange, to which their debt is managed under the collections group. Often, our client finds that these customers use litigious language in defense of their bad debt, creating a situation that could lead to unnecessary legal costs. The client engaged BPA Quality to help reduce the percentage of bad credit clients that end up in court.
Speech Analytics and a Specialized High-Risk Legal Queue
Identifying Litigious Calls Through Speech Analytics
BPA Speech Analysts established queries that scoured every call for words typically used in litigious situations (i.e., “Lawyer”, “I am going to sue you”, etc.). Analytics were performed daily to produce a case list that would be then forwarded to a specialized legal queue, trained in managing high tension credit risk customers.
Compliance Gaps and Root Causes Revealed Through Call Analytics
Ability to quickly identify high-risk litigious calls.
Development of a process that allows cases to be managed outside of court.
Development of a bank of training calls to teach agents how to handle high risk and high-tension calls.
14% Reduction in Court-Related Calls and a Stronger Compliance Posture
Armed with an accurate list of potentially litigious cases, our client was able to establish a queue of high-risk specialists
This queue worked specifically on these cases, focusing on resolving issues outside of court.
With the installation of this process, the client realized a drop of approximately 14% in total calls that resulted in court time. The process also has the side benefit of establishing a method for the proper archiving of audio files that are used to establish credit case facts.
