Remarketing Services Of America (RSA) Improves Customer Interactions With Quality Monitoring System
"We've had an increase in sales because of our use of the NICE system," said Chris Egleston, specialty operations manager, RSA. "Managers are now able to spend more time coaching and sharing feedback with the associates to help them improve their sales skills. We also now share best practices from one team to another. This really helps us calibrate for quality across the organization."
RSA specializes in strategic Vehicle Remarketing, Lease Maturity Management, Customer Retention, Strategic Service Development, Mortgage Services, Contact Center Solutions, and Survey Programs for financial institutions. RSA's client partners include banks, auto manufacturers and their captive finance arms, daily rental companies, credit unions, corporate fleets and other independent funding sources.
Business Challenge
Before implementing the NICE recording and quality monitoring system, RSA had been using manual tape recorders to capture and playback customer interactions. "It was a very inefficient way of monitoring for quality and didn’t allow us to do the job we wanted to do," added Egleston. "Our managers were spending too much time trying to find calls they could listen to and evaluate."
Vendor Selection
"We went through a year long vendor selection process and brought in all of the major quality recording players in the market," he added. "We went on the road and saw the products in action and spoke with customer references. In the end we chose a partner, and that partner was NICE. NICE was the best technology fit for us, and its products had the most and best features to help meet our business needs. And when we spoke to some of NICE’s other customers that were already using the product, they were highly complimentary."
Don Edman, RSA director of operations, said, "NICE was able to be a true partner for us. We were the first to integrate NICE with Apropos, our ACD middleware solution, and also to integrate NICE to run in a Citrix environment. NICE and RSA worked together to ensure a successful launch."
Recording for Sales Effectiveness and Customer Service
RSA’s managers listen to a select number of agent calls per month and evaluate, score, and calibrate each of them. "One of the beautiful things about NICE is the ability to instantly find a call," Egleston said. "Our managers can find a call, listen to it, evaluate it, provide instant feedback to our associate, and improve outcomes for our clients. It’s a win-win-win for everyone."
He continued, "Our managers can now spend more time coaching, which increases our sales performance and in turn drives client satisfaction."
"We’ve increased our sales since we installed the NICE system, in large part because the managers can now spend more time coaching and sharing feedback with the associates," he said. "It enables us to share best practices from one team to another for enterprise-wide performance calibration. This is something we weren’t able to actively do before we installed the NICE system."
"The NICE recordings also help us train new associates," he added. "We’re able to provide them with examples from experienced associates to model their future performance after. This proves very helpful in quality-training new associates."
Providing Clients with Remote Access to Customer Calls
"Using NICE’s Executive Connect product, we can allow our clients to dial in remotely to listen to customer calls that our agents are handling on their behalf," added Egleston. "Our clients love the ability to playback calls whenever it’s most convenient for them, as well as listen-in on live calls. This product enables them to do both."
RSA finds Executive Connect to be attractive to both existing customers and prospective clients.
About RSA
Started in 1991, RSA is a leading provider of services to the automotive finance, mortgage and customer service industries.
RSA’s clients include major banks, financial institutions, automotive manufacturers, captive finance companies, credit unions and other lenders.
A unit of Fiserv, Inc. an S&P 500 company and leading international provider of solutions and services for the financial industry.
RSA manages annually over six million customer contacts, 400,000 vehicles and $4 billion in transactions.