Call centers are crucial for delivering exceptional service throughout the customer lifecycle, but they also pose significant challenges in measuring personnel performance and effectiveness. With hundreds or even thousands of employees to monitor, ensuring 100% compliance with regulatory, industry, and corporate standards becomes daunting. This lack of comprehensive oversight can reduce service quality, contribute to high employee attrition rates, and result in prohibitive legal costs.
As a leading provider of customer lifecycle solutions in the US and UK, CXReview dedicates substantial resources to addressing these industry challenges through state-of-the-art technology. We empower call center managers with the operational insights and governance systems needed to ensure compliance with business objectives and regulations. Specializing in debt collections—a heavily regulated industry—CXReview meticulously adheres to consumer protection regulations such as the Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA), the Health Insurance Portability and Accountability Act (HIPAA), and the Telephone Consumer Protection Act (TCPA).
Anil Wadhwa, CEO at CXReview, explains: “In third-party collections, where we directly recover debt for clients including major telecom companies, banks, and retailers in the US, failing to comply with regulations exposes us to significant financial risk. We must act professionally and courteously to protect our clients’ brand value. Our clients aim to maintain positive customer relationships, even when customers owe them money.”
The Significant Costs of Non
Compliance
CXReview’s primary call center employs over 300 agents, each making approximately 250 calls per day and engaging in about 30 meaningful customer interactions. To ensure compliance, the company implements 31 checks per conversation, from the initial greeting to post-call documentation.
We need to conduct roughly 300,000 compliance checks daily,” says Anil Wadhwa. “Traditionally, quality associates would review only a 2% or 3% sample of calls. This approach is labor-intensive, requires specialized skills, and is therefore cost-prohibitive for more extensive screening.”
Non-compliance can lead to substantial financial penalties, especially in the US market, where well-informed consumers are quick to litigate against call-center operators. On average, each compliance-related settlement costs CXReview around USD 3,500.
Litigation is a significant risk in our industry, with some class-action suits reaching millions of dollars. The regulations are complex, and some consumers, in collaboration with litigation attorneys, actively seek to set us up,” says Anil Wadhwa. “We continually strive for better compliance, particularly through more scalable and cost-effective technology-based solutions.”
"Since partnering with CXReview, we've increased our monitoring from 2% to 100%. Almost immediately, we saw improvements in our collection rates and a reduction in legal claims, both significantly enhancing our profitability"
Anil Wadhwa
CEO
ExpertSource Global Services
Enhancing Compliance through Machine Learning
Related Solutions
- IBM Client Engineering
- IBM Waston Studio
- IBM Waston Macine Learning
ExpertSource adopted CXReview’s automated call-review technology and was eager to see it expanded and enhanced. When CXReview proposed a joint project with IBM to integrate new artificial intelligence (AI) and machine learning (ML) technologies, ExpertSource jumped at the opportunity.
The existing CXReview solution analyzed recorded calls and used keywords to identify compliance-related content,” says Robin Abraham, Business Development Director at ExpertSource. “This worked well to an extent, but people don’t always use the expected keywords. We were very interested in expanding the solution to understand and adapt to natural language.”
CXReview invited ExpertSource and two other clients to join a co-creation project with IBM Client Engineering to develop a solution using Watson AI services. IBM Client Engineering leverages IBM hybrid cloud and AI technologies to create and prove business value through outcome-driven solutions. IBM helps clients and partners define value within hours and then co-create to achieve that value within weeks. IBM’s skilled multi-disciplinary team uses workshop templates, technical accelerators, and methods proven in thousands of client engagements to help develop solutions tailored to each client’s business objectives.
“The workshops run by IBM and CXReview were among the best we’ve experienced,” says Robin Abraham. “The key difference was the quality of people involved and the collaborative spirit: everyone was working towards the same objective, and together we built a minimum viable product (MVP) within just eight weeks.”
Anil Wadhwa adds: “We were really impressed by the dynamic IBM team and their ability to rapidly pick up the nuances of our industry. Their mastery of the technology was expected, but their understanding of our business was an unexpected bonus.”
After the IBM Client Engineering engagement, CXReview spent an additional eight weeks refining the solution before delivering the first production version to ExpertSource. CXReview continues to refine the solution and add functionality, particularly to extend the scope beyond collections to other parts of the customer-experience journey.
The CXReview solution runs in Kubernetes containers on any public or private cloud and is currently deployed on Red Hat OpenShift. Through an Embedded Service Agreement with IBM, the solution utilizes IBM Watson Studio and IBM Watson Machine Learning services, employing Speech to Text and Natural Language Understanding models to analyze call recordings and ensure compliance
"The workshops conducted by IBM and CXReview were unparalleled in our experience. What set them apart was the caliber of individuals involved and the collaborative ethos: everyone was aligned towards a common goal, resulting in the creation of an MVP in just eight weeks".
Robin Abraham
Business Development Director
ExpertSource Global Services
Enhancing Compliance and
Job Satisfaction
When addressing compliance, a universal challenge across industries lies in ingraining the right behaviors into corporate culture. Merely establishing policies and sporadically reviewing employee performance isn’t sufficient. For ExpertSource, adopting an intelligent monitoring tool like CXReview marks a significant stride towards fostering a compliance-conscious environment.
Anil Wadhwa notes: “Since partnering with CXReview, our monitoring has increased from 2% to 100%, with employees accessing performance dashboards. This has translated into improved collection rates and fewer legal claims, bolstering our profitability. With robust monitoring in place, employees are incentivized to prioritize compliance in every call, leading to performance enhancements.
Beyond compliance monitoring, IBM Watson technologies within the CXReview solution aid ExpertSource in delivering exceptional service to consumers. This is especially beneficial during employee onboarding, where the combination of extensive training and automated guidance ensures a seamless transition and instills confidence. The solution also empowers managers to support employees effectively, fostering job satisfaction and reducing attrition risks.
As industry regulations evolve, CXReview remains agile in tailoring its solution to meet the evolving needs of ExpertSource and other clients. Anil Wadhwa remarks: “The tool’s customizability and the responsiveness of the CXReview team are invaluable. Our partnership with IBM Client Engineering has elevated the solution to a world-class standard, delivering exceptional value and service.
About Expert Source
Global Services
ExpertSource offers cost-effective customer lifecycle solutions to the US and UK markets, operating from its Mumbai, India headquarters and facilities in the US and nearshore regions. With expertise spanning the entire customer journey, from acquisition to collections, the company is renowned for its top-tier monitoring and compliance capabilities.
About CXReview
CXReview provides a turnkey conversation analytics platform designed for quality control, regulatory compliance, and valuable customer insights. By automatically evaluating every customer interaction across voice, chat, and email for quality and compliance, the CXReview solution enhances security, risk management, and offers comprehensive data insights through near-real-time management reports and agent feedback.