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No matter the economic climate, collecting money is always tough!

Alltran increased Net Dials per Hour by 98% and Average Payment by 12% within a few months.

Case Study

Alltran

RPC
accounts receivable
increase productivity
remote work

For more than 40 years, Alltran has been one of the most trusted business partners in the Financial Services, Government and Higher Education Revenue Cycle andAccounts Receivable Management practices. Alltran facilities manage over $600 million in receivable sand more than 180,000 accounts monthly and are solely focused on servicing top tier financial, government and higher education organizations. Alltran has over1,000 employees and is headquartered Houston, Texas and it continues to expand its footprint in Financial Services, Government Agencies and High Education markets throughout the United States.

Alltran has built a strong compliance program that successfully incorporates various elements to better serve their clients and partners. They use a well-defined and accepted standards of conduct, policies and procedures. In addition, Alltran utilizes audit and other risk evaluation techniques to monitor compliance across all levels of the client organization.

As an industry leader, Alltran is certified in all major acts and regulations, including, Fair Credit Reporting Act, Gramm-Leach Bliley Act, Sarbanes-Oxley Act, Fair Debt Collection Act and Health Insurance Portability, AccountabilityAct (HIPAA), Electronic Funds Transfer Act – Regulation E, Payment CardIndustry and Fair Debt Collection Act.


Alltran Overview

FEDERAL INFORMATION SECURITY MANAGEMENT ACT OF 2002

● HELPING OTHERS DRIVES US    ● COMPASSION, COLLABORATION AND CREATIVE PROBLEM SOLVING  ● TRANSFORM LIVES

Opportunity

Alltran has a reputation to successfully manage accounts, build custom payment plans, and integrate payment processing in a cost-effective, efficient and intuitive manner. AmplifAI was asked to support Alltran by improving behaviors and actions of its associates and frontline managers for its revenue cycle department. Alltran has two global, financial clients that needed to see immediate improvements in productivity and collections, especially with Right Party Contacts (RPC) and Average Payments.

In order to meet the high expectations of the global, financial client, AmplifAI was utilized to improve coaching effectiveness and improve associate performance. This allowed associates to enhance behaviors, such as, empathy and compassion, when speaking with customers.


“It’s been a culture change - the whole coaching method. We can see where we have issues, and then our Supervisors get tasks on what and who to coach. It’s all documented and even recorded so we can evaluate our coaches. It saves time and saves money. Clients want to see how you manage performance…before implementing AmplifAI, it was really hard to show them.”

Matt Hunt, VP of Operations @ Alltran

Pain Points

  • Manual assessment of reports and metrics reduced time for supervisors to coach associates.
  • Associates were frustrated from ineffective coaching as it did not increase collections.
  • Supervisors coached associates on the wrong metric at the wrong time.

Approach


AmplifAI is an intelligent contact center solution powered by Artificial Intelligence (AI) that fuels clients’ existing data (CRM,ACD/IVR, Quality, Surveys, Collections and Revenue Management) to auto-generate, performance-relevant actions for frontline agents and team leaders. AmplifAI created personas and learning styles that were unique to each Alltran agent to improve behaviors and in turn outcomes (e.g.: Net Dials, RPC, Average Payments, Compliance and New Money Posted). AmplifAI accomplished this by deployingMachine Learning and AI driven bots for micro-learning, coaching and auto-generated tasks for employees, teams and enterprises.

AmplifAI Features

Performance Bots

AI-Powered Tasks, Coaching and Recognition Bots

Smart Data

Smart Data and Knowledge Processing

Intelligent CC

Intelligent Contact Center Solution Empowering Digital Labor

Coaching Effectiveness

A tailored approach to coaching based on personas of each associate. Managers are measured on impact of the coaching session.

Predictive Performance

Call to action for each persona and metric personalized by each associate to improve metric performance.

Digital Labor Workflows

Automate workflows, such as, tasks generation (e.g.:coaching, recognition, micro-learning, etc.) for managers and associates.

Measured Success

In only 3 months, Alltran’s associates and supervisors gained significant performance improvement across many high-visibility metrics. The company realized a 98% increase in Net Dials per Hour, a critical metric that promotes efficiency and productivity when managing revenue cycles, .

In addition to improvements in productivity metrics, such as, Net Dials per Hour, associates were also able to increase month-over-month average payment by 12%, from $261 to $294 and increase overall collections for various clients. In order to improve these metrics, supervisors received auto-generated actions to effectively coach associates on behaviors correlated to associate’s persona. Alltran benefited from improvement in other metrics that positively shifted the overall distribution of associates.

Given the tremendous success of this engagement, AmplifAI is now utilized by more clients at Alltran and looking to further improve performance for the enterprise.


12%

INCREASE IN AVERAGE PAYMENT

5x

RETURN ON INVESTMENT

98%

INCREASE IN NET DIALS PER HOUR