First Premier Bank Increases Total Dollars Collected by Improving Collector Performance & Productivity

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Customer Success Story
3.4%
Increase in Dollars Per Hour (DPH)
$5.8MM
Annualized Value of Collections Productivity Improvement

About the Client

First Premier Bank, headquartered in Sioux Falls,SD is an issuer of MasterCard brand credit cards in the U.S. First Premier Bank and Premier Bankcard are recognized for their financial strength and dedication to their customers, employees, and communities. "People are Premier’s greatest strength and its most valuable asset.”

Client Challenges

  • Inability to meet monthly Collections goals
  • Inefficient use of Supervisor time due to lots of tools and manual processes
  • Difficult to engage, motivate, and coach agents working remotely

The Opportunity

Teams in the Collections department were struggling to analyze and action multiple data feeds and reports. This impacted the front-line leaders’ ability to meet collections targets – including DPH. Supervisors were spending too much time manually analyzing data instead of engaging, developing, and coaching their teams.

Results

Collection DPH increased 3.4% resulting in $5.8MM of annualized impact

The Solution & Impact

AmplifAI started working with First Premier Bank in 2021 to implement our AI-Driven performance enablement platform. The solution was focused on helping improve the Coaching Effectiveness of their engagement leaders and improve the visibility of performance throughout the organization.

AmplifAI became the one system to see and understand performance data relative to their goals, their team, and their line of business. It also provided AI-Driven intelligent coaching and recognition actions as well as recommendations for supervisors.

Site Performance

Within the first two months, the client realized significant improvement in DPH productivity for the associates coached using the AmplifAI solution compared to the sites that were not.

The sites using AmplifAI saw an 11.6% increase in productivity compared to only 8.2% for the sites without AmplifAI. Applying this average 3.4% incremental improvement to the pre-AmplifAI productivity level of $570 DPH for the base of 301,592 productive hours annually, client attributes $5.8MM in incremental collections due to AmplifAI.

“Before we started using AmplifAI, our supervisors would access many different reports to evaluate and coach agent performance. AmplifAI gave us an easy-to-understand dashboard that was also visually pleasing. It put our key performance metrics front and center for our agents and supervisors. AmplifAI also shared features they could incorporate, such as the ability to score the coaching effectiveness of each supervisor. The management tools available in the application has strengthened our ability to standardize our objectives, resulting in improved performance."

Michele Boy, AVP of Collections at First Premier Bank/Premier Bankcard

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