Financial ServicesSourced
Case Study: From 30 compliance violations to 1: Midwest Fidelity
Midwest Fidelity Services Case StudySourced & dated by Case Study Desk
Key results
The challenge
Midwest Fidelity Services, a collections agency, onboarded collectors quickly to call on new client accounts, and agents struggled to overcome consumer objections and stay compliant. Compliance violations averaged about 30 per month.
The solution
The agency adopted Balto's Real-Time Guidance to standardize compliant language and coach collectors during calls.
“Those who used Balto from day one, their numbers started to increase; their performance started to improve. It took the 'hard' out of hard work.”
LGLaura GomezOperations Manager, Midwest Fidelity Services
The results, in context
Midwest Fidelity reduced compliance violations from an average of 30 per month to about one, and reached a month with zero violations across nearly 4,000 customer conversations. Customer satisfaction scores increased by 45%.
Products used
Balto Real-Time Guidance