PRA Group are an international investment company specialized in the acquisition and servicing of non-performing consumer loans. As investment specialists they are tied to many compliance regulations; governance reporting is essential however it was proving to be a time consuming exercise that they found they didn’t have any spare time to dedicate to other tasks. They were using manual spreadsheets that took 8 days per month to prepare and analyse.
Scorebuddy Quality Monitoring tool replaced PRA Group’s manual spreadsheets and expanded their quality monitoring to three departments. They increased the number of scoring by 10% in the first month of deployment and have plans to increase it further overtime. They are using the calibration capacity to compare the outsourced calls against the in-house calls. The monthly governance reporting that was taking them 8 days now take them only 8 hours.
“Scorebuddy is absolutely fantastic, it’s always available, always stable and there have been no major issues whatsoever. We showed Scorebuddy to our IT and strategy departments and they were blown away by its capacity especially the Analytics Module – the fact that we can assess over different teams, export the data, have groups and individuals look at it, they were amazed.
Scorebuddy allowed us to do everything we wanted to be able to do, and much more, it has opened up so many doors for us, everything was very impressive. Simple, Easy to use, Intuitive, Agents are happy to log on and view their scores, Insight into the data is brilliant”. – Louise Fairman, People & Development Manager, PRA Group.
The quality scorecards and their results have become an essential part of PRA Group’s coaching, development and staff improvement “Now our quality monitoring is not just for measuring”. The impact of quality monitoring is greater as the agents have quicker access to results and act upon it quicker. We are able to have much more frequent communication because we have it so fast. The scorecards can be changed as often as needed. They have saved a significant amount of time on preparing an analysing reports, in one instance a reduction of almost 90% of time was taken.
“We haven’t had any problems, we have only needed to use the support team to help us export the scorebuddy data into our own data automatically and we worked with Richie and Dick, they were fantastic. We love the product so much that we just want to know what it might be able to do in the future!”