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Our Prosodica Collect solution measures the behavioral dynamics of a conversation to increase representative promise rates in a way that is efficient and empathetic.
Prosodica provides a prediction of the most salient topic occurring within a conversation to identify high-risk and high-effort topics.
Prosodica assesses negotiation dynamics, opportunity, and results to provide a balanced view of the rep’s effectiveness.
Prosodica assesses how effectively the rep utilizes the limited time they spend in negotiation and how well they control the conversation.
Prosodica assesses the probability of debt collection baed on subtle verbal cues given by the customer in every negotiation.
Prosodica assesses word patterns to identify where the conversation is focused within the negotiation process, helping to prioritize contacts.
Prosodica generates personalized coaching feedback at the close of every conversation to help transform rep negotiation tactics over time.
In the wake of a global pandemic, a leading credit issuer was seeing signs of increased delinquency among their cardholders. Management needed a way to improve promise rates to help mitigate their downside risks.
Prosodica data showed that CSAT was insensitive to ASA at over triple that value, and that it dropped only when conversations were less engaged and more effortful.
Analysis of prior conversations allowed the business to prioritize contacts demonstrated to be 10 times as likely to result in a new promise, while consistent coaching improved negotiation effectiveness, which reduced average negotiation time allowing each representative to participate in 20% more negotiations.
“Conducting a debt collection conversation in a way that is both respectful and empathetic maintains goodwill while actually improving our receivables.”
