CallMiner and Cabot Credit Management won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018.
The Credit Excellence Awards recognise organisations that work in a way that is likely to inspire others in the profession to deliver the best possible customer outcomes.
The judges were impressed by the way Cabot uses CallMiner Eureka speech analytics to deliver immediate and sustained benefits to its customers, its people and its business.
The Credit Excellence Awards judges said: “It is an excellent example of the use of technology to enhance the capabilities of individuals in real time, to the benefit of customers. The staff initiative to further utilize this technology to bring back-office and front-office capabilities together further strengthened this entry.”
Cabot uses CallMiner Eureka platform real-time speech analytics to listen to every customer and to understand what they are really saying and what it means to their lives.
This enables Cabot to guide agents on the call with alerts about what to say next to prove they have listened and are tailoring the solution to the individual’s needs.
In addition Eureka supports team leaders and agents for better identification and resolution of particularly complex situations. This means Cabot agents feel more supported knowing they can deliver the right solution to every customer because expert help is always on-hand.
Emma Bantges, Customer Operations Enhancement Manager at Cabot, said: “At a time when technology is under attack for the perceived threat it poses to jobs, we can prove that CallMiner’s platform is invaluable in improving people’s lives, particularly when they are at their most vulnerable. It also provides crucial support to our agents handling these sensitive issues.”