How CRF Solutions increased call coverage from 16.3% to 100% using Abstrakt
CRF Solutions provides quality A/R management and construction notice services to commercial credit grantors.
They are committed to outperforming their competition and bringing innovative solutions to their industry.
Knowing exactly what is said on calls while maintaining compliance standards was vital to CRF Solutions.
Industry
Collections
Company Size
200
“As wonderful as the software has been, my biggest thing is the team and support we’ve received throughout the whole process. It’s hard to implement new software, but I’m so happy we chose Abstrakt.”
Danielle Sullivan
Manager of Production at CRF Solutions
The Challenge
CRF Solutions had trouble keeping accurate records of phone calls and they needed a solution that only provided the transcript, not the audio recording.
They also struggled with relying solely on employees’ subjective notations of calls, which often led to discrepancies or misinterpretations.
This goes without forgetting the most important part – their clients. Ensuring they are collecting and providing notices in a timely matter.
The Solution
With Abstrakt, CRF found a solution that provided call transcripts without needing to record audio, solving their biggest challenge.
The transcripts allowed managers to quickly review calls, reducing confusion and improving overall accuracy.
It also streamlined training and onboarding by giving employees access to their knowledge base with Abstrakt’s real-time agent assist.
The Results
“The transcripts were the biggest issue for us, and that has very much been solved. We also really enjoyed other aspects of Abstrakt as well. There were things we didn’t know we had to improve until Abstrakt pointed them out for us.”
Danielle Sullivan
Manager of Production at CRF Solutions