Technology is a key part of Professional’s service offerings, from omnichannel communications and speech analytics to robust monitoring and secured online service portals. It is through continuous investment in technology that we stay a step ahead of the competition offering full transparency and better results.
Proprietary Waterfall System
Professional has one of the most thorough and robust skip-tracing systems in the industry, using 20+ data vendors to find consumer contact, employment, asset, and other information Our proprietary system, called the Waterfall, obtains customer information from the four most relevant data vendors out of all our national data vendors, including LexisNexis. If we do not receive information from the first set of data vendors, the Waterfall instantly queries the next in a series of data vendors, until we get the data we need. This automatic skip-tracing process broadens our ability to quickly locate consumer information and eliminate bad data so we can get in touch with the right consumer faster, shortening the time is takes to see action on an account.
Certified Languages International
Professional not only employs bilingual service agents but we also use Certified Languages International technology that gives agents immediate access to 200+ languages in real-time. This ensures our services can reach all consumers on their terms, making for a more positive consumer experience and better results for our clients.
Speech Analytics
Professional utilizes speech analytics technology that records, audits and scores 100% of interactions with consumers. Both agent and consumer are analyzed for volume, tone, and acoustics, providing valuable data about language and emotion without the necessity of manual auditing. This information is monitored by our dedicated Behavioral and Data Science teams that look for opportunities to improve processes and create a better consumer experience. As a part of our effort to provide full transparency, these call recordings are made available to clients within Client Tools with redacted personal identification information.
Behavioral Science
Professional employs a Data Science team that specializes in consumer behavior. We utilize this team to assist us in creating strategies that yield better results. Behavior science guides the development of consumer communications from letters to phone scripts. Informed by data collected from our speech analytics technology, the behavioral science team trains agents in more effective ways to approach account management and assist consumers in making the best decisions for their financial health. This science-driven strategy is one of the ways we can ensure better results for our clients and a better experience for consumers.
Omnichannel Communication
With an omnichannel communication strategy, Professional can offer the most comprehensive and convenient access for consumers to manage their accounts and engage with agents. This digital-first strategy is concentrated on online and mobile self-service tools that are supported by a highly-trained service center. We can coordinate communications with consumers based on their preferences including email, text messages, calls, direct voicemail drops, mobile alerts, and letters ensuring a better consumer experience and better results for our clients— internal research by our data science team shows consumers who pay digitally pay off their balances 29% faster.
Client Tools
Professional’s Client Tools is an online account management platform for clients. Through this portal we can offer complete transparency, giving clients access to every aspect of service activity and the freedom to manage and make changes on their own accounts. With the click of a mouse, clients have total access to all account information, 24/7. The web-based, customizable portal, offers the ability to observe consumer interactions, read agent notes, perform account management, and run a variety of standard or customizable reports. Additionally, the platform is connected to dedicated client tools representatives available for inquiries and assistance via live chat, secured messaging, or phone.
Self-service Consumer Portal
Professional offers an online consumer portal and mobile app that lets consumers access their accounts, make payments, and get agent assistance when it’s most convenient for them. The user-friendly platform simplifies the billing experience by displaying bills and account charges in a way that is easy to understand. We have even included a payment arrangement tool that allows consumers to see how different payment options affect the life of their account — helping them to make better financial decisions. Inside the portal, consumers can create a personalized experience: setting their preference for contact, updating information, and requesting assistance. In order to best suit the needs of our clients, this portal is also offered as a white label service.