"Zenarate has improved our collector training and onboarding experiences, allowing our collectors to practice more call types, learn at their own pace, and provide excellent customer experiences right out of training—leading to improvements in our RPC Conversions Rate and Compliance scores."
-Scott O'Donnell, Chief Business Development Officer, ARS
ARS is a proven national leader in the accounts receivable management industry. ARS is working with customers in all 50 states through 4 regional offices throughout the United States. ARS has longstanding relationships with the world's largest, most sophisticated financial services organizations and more than 20 years of experience helping people find workable repayment solutions.
Industry: Financial Services
No. of Employees: 300+
It was increasingly difficult for ARS to find and retain talent in a competitive hiring market. To address this challenge, ARS needed to improve new hire training and reduce collector attrition. They aimed to create the best hiring and training process possible to accelerate collector speed to proficiency and develop confident prepared new hire collectors before their first call. ARS knew that confident prepared new hires would perform better, have higher job satisfaction, and stay longer.
AI Coach quickly became an integral part of the ARS employee training experience. AI Coach has accelerated collector speed to proficiency, reduced collector attrition, and delivered higher RPC Conversion Rate and Compliance scores
Zenarate’s AI Coach immerses collectors in life-like AI conversation simulation while providing real-time coaching, allowing collectors to master high-impact call scenarios they face with live customers.
Zenarate Customers Experience Proven Outcomes
Zenarate Customers Experience Proven Outcomes
Collectors master high-impact call types, soft skills, and ARS best & required practices by role-playing with their personal unbiased AI Coach from home or office. ARS trainers easily track each collector’s call type and skill mastery through their Simulation Scorecard & Immersion Call Listening, and assess new hire readiness to make live calls and tenured collector readiness to return to live calls confident and proficient on call types and skills they previously struggled with.
ARS Partners with Zenarate to Improve Collector Training Experiences
ARS is always looking for ways to improve employee experiences during training. And when the pandemic forced remote training on ARS, they knew they needed a scalable training solution. Scott O'Donnell, Chief Business Development Officer at ARS, explains, "We do a lot of call listening and identified that collectors didn't have enough practice before transitioning to the floor. They needed real practice to be confident on the phone during a collections call. Even though we were doing live mock calls with supervisors and trainers, these role-plays weren't meeting our business needs of scalability and improved speed to proficiency.”
The accounts receivables space can be challenging due to heavy regulation and the need to deliver high performance to be competitive. In addition to improving their employee training experiences, ARS wanted to improve collector performance, call quality, and compliance — leading them to Zenarate AI Coach.
ARS is leveraging Zenarate AI Coach to scale their best & required practices for new hire & tenured collectors. Collectors in training, whether new hires mastering high-impact call types they will face with live customers, or tenured collectors closing call type and skill gaps, are immersed in life-like call simulation with their personal unbiased AI Coach from home or office. Replacing supervisor & collector role-play was important to ARS, as human role-play is expensive, awkward, and difficult to scale. Scott says, “Our collectors have given great AI Coach feedback! New hires find it easier to practice collection scenarios by themselves and make mistakes without embarrassment. Our trainers have reported how our collectors learn how to be on phones. They are more confident after training with their AI coach than with another human coach, trainer, or supervisor. Now our trainers can scale their scenario and compliance training faster and more effectively.” ARS collectors role-play with their personal unbiased AI Coach from home or office, and training managers see and hear collector topics and skill mastery in their AI Coach platform.
ARS trainers can easily assign targeted training simulations for collector skill-building, hear collector improvement through Immersion Call Listening, and see collector topic and skill proficiency through their Simulation Scorecard. Scott is very happy with how his trainers adopted Zenarate AI Coach, “0ur trainers really embrace our AI Coach application. They see AI Coach as a tool they can use to help new employees master topics faster. Our trainers have noticed they are more productive in the time they use for training, with collectors no longer having to schedule individual mock calls at separate times. Today, we can have an entire class practicing scenarios simultaneously.”
Collectors engage with their personal unbiased Zenarate AI Coach on high-impact voice, screen, and chat scenarios they will face with live customers and prospects.
Collectors master your tone, soft skills, and best & required practices by role-playing with their personal unbiased Zenarate AI Coach from home or office.
Your Zenarate AI Coach provides a Simulation Scorecard certifying collectors who have mastered your best methods. Now your collectors are ready to engage with live customers & prospects as confident top performers.