BYL Leverages Automated QM for Compliance and CX Results
SuccessKPI enables BYL Companies to deliver the best customer experience while staying compliant with critical industry regulations.
Calls Evaluated
Omnichannel Visibility
Business Overview
Through BYLs wholly owned subsidiaries, VeriFirst Background Screening, VARO Healthcare, and BYL Collections, businesses across the United States leverage BYL for consolidated risk management and back-office solutions. BYL’s mission is to provide a great customer experience to every caller. A testament to their dedication to customer service, more than 60% of BYL’s new clients are referred by existing clients.
Key Challenges
Operating in a highly regulated medical debt collection space, it is critical for BYL to have a 360-degree view of their contact center with an ability to guide agents in real-time through compliance regulations, including securing IVR payments in real-time. However, only 2-3% of calls were being evaluated manually and it was time-consuming to build reports to gain visibility into the contact center.
Key Success
SuccessKPI enabled BYL to use speech and text and machine learning capabilities to save time and evaluate 100% of calls. In addition to full visibility, BYL is leveraging SuccessKPI’s Agent Empower to provide real-time alerts to supervisor based on a live call in real-time to ensure PCI compliance. With the team’s dedication to customer experience equipped with SuccessKPI, BYL is better positioned to deliver the best customer experience while staying compliant with critical industry regulations.
“With SuccessKPI we are now able to audit every single call, instead of just a handful. Being able to have a full picture of what’s happening in your call center saves you time and resources.”
More change is afoot in the collections space, with the three main credit reporting agencies, TransUnion, Equifax, and Experian changing the way they will report medical debt.
SuccessKPI fills critical gaps during migration, leading to a successful cloud deployment.
Including custom reporting, real-time and historical analytics, custom QM scorecards, and a robust AI/ML-based speech and text analytics program.