GreenPath Debt Solutions Enhances Customer Service, Speeds Reporting with CallCopy’s Call Recording, Quality Management Solutions

As one of the nation’s largest and most-trusted nonprofit credit counseling services, GreenPath Debt Solutions is celebrating 52 years of helping individuals overcome debt challenges and attain a more financially secure future. The company fields tens of thousands of calls from all over the country and depends on its agents to deliver the absolute best in counseling advice and quality care. Plagued by a lackluster call recording system and manual reporting processes that relied on cumbersome and complex Excel spreadsheets, the company has upgraded its call recording and quality assurance (QA) platform to CallCopy’s cc: Discover workforce optimization (WFO) suite to achieve 100% reliable, high-quality call recording and a QA system to ensure GreenPath agents deliver the utmost in quality care.

Challenge: Unreliable Recording, Cumbersome Reporting

Unlike typical call centers where reducing call handling time is a top priority to maximize efficiency, GreenPath’s approach to debt counseling encourages its 300+ agents to take as much time as needed with each and every caller. Incoming calls typically fall into one of three categories: first-time calls might range from 5-7 minutes as callers ask about the services offered and how GreenPath can help (agents take about 10,000 of these calls per month); counseling calls for in-depth discussion on setting up a debt recovery plan can last up to an hour (a single counselor might take four to six per day); and debt management maintenance calls might take anywhere from one to 30 minutes. Agents make only a few outbound calls to follow up with clients.

To ensure only the highest quality service on each and every call, GreenPath had introduced a call recording system, but found it to be highly unreliable and inconsistent, sustaining a lot of downtime.  Without reliable call recording, GreenPath had no dependable way to review calls to resolve problems, coach agents on their on-call performance or tie call performance to overall performance reviews.

“The system we had in place was set up to support call recording and quality management, but it simply was not working for us,” said GreenPath quality assurance manager Nicole Babics. “It was called Co-Nexus ‘Total Recall,’ but we jokingly called it ‘Partial Recall’—which tells you a lot about how well it worked. The user interface was horrible, it was difficult to find what you need, and it was difficult to train anyone on how to use it.”

Meanwhile, reporting was also a problem with supervisors and management relying on Excel spreadsheets to record call data and then pouring over multiple massive sheets to analyze the data and gauge performance. Sharing call data meant emailing extremely large files across the organization, which introduced versioning problems and put a significant strain on the company’s servers and bandwidth consumption.

Solution: CallCopy’s cc: Discover Suite Offers 100% Call Recording with Built-In QA

GreenPath began shopping for a new recording and QA system to meet both its technological and efficiency needs. But, beyond just meeting their product needs, GreenPath was also looking for a partner—a provider that would evolve alongside them as their needs grew and changed.

“When we were shopping, the word on the street was that if you don’t like something about a company’s software, good luck getting them to make any changes,” Babics said. “But, CallCopy actually listens to needs of the customer, and they’re responsive to suggestions and implementing changes. That’s the type of thing you want to see in a company, and it made choosing their product much easier. It’s reassuring to know they’re working in the right direction to respond to customers’ needs, and we know they’re continuously working to make upgrades, feature enhancements and other improvements.”

With the CallCopy cc: Discover suite, GreenPath has achieved the 100% call recording they need with seamless integration with its Avaya telephony system to achieve full compliance with customer service goals. Call data is accessible on-demand at the click of a button to anyone in the organization with the appropriate permissions, eliminating the need to pour over massive spreadsheets to generate reports or to email spreadsheets back and forth.

And, with quality assurance functionality integrated within the call recording system, Babics and her team have the ability to connect the offline call performance and evaluation process with each agent to the online call recording system to review calls, on the spot, to identify areas for improvement or use excellent performance to mentor other agents. GreenPath can now review agent QA scores over any specified timeframe to see how performance is changing, and even review specific calls to address any customer complaints or issues as they crop up.

“The CallCopy user interface is extremely intuitive, so we have no formal training time involved in teaching anyone to use the interface,” Babics said. “Even though we have yet to fully take advantage of all of the features it offers,  it has already helped me a ton. As quality manager, I’ve been able to gather and analyze reports so much more efficiently than I could before. And, the fact that we’re confident we can find the call recordings we need when we need them is a big relief, especially for compliance purposes. ”

Results: Accuracy, Efficiency & Room to Grow

In less than two years of full operation, Babics says CallCopy has already been a tremendous asset to their quality assurance accuracy and efficiency.

“With CallCopy, we can get all the information we need at the drop of a hat, where before each agent was having to spend an extra minute or two to log that data after each call, which took up valuable time, and the accuracy was questionable,” Babics explains. “With CallCopy, it happens automatically, so agents can move on to take the next call and help our customers more efficiently, and we know the data is concrete.”

As the GreenPath call center team gears up for quarterly business reviews, CallCopy enables them to gather specific data about the most common questions callers ask and resolution statistics across its large volume of calls within minutes. Previously, the team would have to rely on educated guesses as to the most common questions and generate this data from Excel spreadsheets.

Employees have responded well to the new call recording and QA processes, which have created heightened awareness about the need to follow established protocols, knowing that their calls very likely will be reviewed. “From a knowledge perspective, agents know that we can now review anything, so they’re better about following standard processes and minding their ‘Ps and Qs,’” Babics said.

Soon, agents will be able to access and listen to their own calls on demand, to follow up and establish their own personal quality and performance review system. In addition, the system enables the GreenPath team to review isolated customer complaint scenarios to resolve issues and eliminate the “he said-she said” situation, while providing a coaching opportunity for staff. “When there’s a problem, sometimes our agents have a hard time understanding why the caller would be confused because our agents know this stuff so well. With CallCopy, we can go back and listen to the call and discuss where the confusion might have come from and how the agents can better explain or address the situation in the future,” Babics said.

With CallCopy fully implemented, Babics estimates the system has freed up one full-time employee in the department, who can now spend more time concentrating on customer service, rather than handling form management and reporting.

“CallCopy has been incredibly helpful, and there’s so much it can do,” Babics said. “The CallCopy team has been extremely open to our ideas for tweaks and suggestions.”

For more information about CallCopy’s advanced cc: Discover suite for easy-to-use, high-quality call recording and call center management, visit ww.callcopy.com.

Sidebar

Challenges:

·         Inconsistent call recording

·         Unreliable call review capability

·         Complex QA spreadsheets

·         Lack of integration with call recording and QA

·         Inefficient system for reviewing and sharing QA forms

Solution:

·         CallCopy cc: Discover suite

o   High quality call recording

o   Quality management

o   Agent evaluation and training

o   Call-specific and center-wide reporting

Results:

·         100% call recording

·         Dependable call review capability

·         Seamless integration with existing telephony

·         Eliminated complex, cumbersome spreadsheets

·         Advanced reporting capabilities

·         Maximum efficiency in call data analysis

·         Improved agent awareness of quality standards

·         Ability to identify agent training needs

·         Improved agent training and performance