Consumers today emotionally ‘connect’ to a company’s image, and satisfaction or frustration with a DCA reflects directly on the brand. In the age of social media and the immediacy of “viral” information, companies know how a good name can go radioactive in the blink of an eye. Damage in brand protection is the main reason clients fire their contact centers. One bad call can change how a customer feels about the brand you represent, creating a bad reputation for them, and you.
Behavioral Signal’s AI platform monitors 100% of calls in real time to decode your agents and customers emotions and predict their behaviors to increase customer satisfaction, and help you build on your company’s reputation. We listen to how something is said and not only what is said when your agents speak to a customer and vice versa, to tell you how they feel.
Strict compliance imperatives by the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA) and Fair Credit Reporting Act (FCRA), have companies looking to hire DCA partners who not only guarantee compliance, but uphold the value of protecting their brand’s reputation and their good relationship with customers as the most important aspects when helping move a customer from defaulting to repaying.
Behavioral Signals’ real-time analysis of all voice/audio data helps you confirm your agents adhere to government regulations and company guidelines, and help you step in during a call to course correct and avoid violating any regulations.
The Mini-Miranda: Required Legal Warning
The Fair Debt Collection Practices Act (FDCPA) requires agents inform the consumer that any information shared during the communication will be used for the purpose of collecting a debt.
The main points of disclosure require agents inform consumers:
The contact is made from a debt collector
The purpose of the communication is to collect a debt
Any information disclosed by the consumer will be used to collect the debt
Behavioral Signal’s deep learning technology, backed by award-winning cognitive modeling and advanced machine learning algorithms, identifies and flags [in real-time] calls that can lead to dispute and/or legal action, with 85% accuracy, giving the supervisor an opportunity to take rectifying actions before the receiver has hung up or immediately after the call.
We monitor all calls in real time to provide you necessary insights to steer clear of a potential violation and lawsuit by acting instantly during a call to instruct your agent, or guide them to defuse customer aggravation. Often, increased stress during a call may lead a customer to threaten legal action. While in fact only 0.05% of calls result in an official complaint to a regulatory board this can have damaging effects on your reputation (CFPB is Naming Names in Debt Collection Complaints) and, if escalated to a lawsuit, can cost thousands in fines.
We help you understand your customers intent, give you the tools to prevent mistakes that sabotage your business reputation, and anticipate action that may lead to severe fines, before it does.
It only takes one complaint to be found liable and fined for violating the FTC’s rules and regulations.