Nimble is raking in mountains of customer, agent and collection data and uncovering patterns in this data using artificial intelligence and prediction analytics. This boosts the business decision-making process by providing valuable insights and identifying opportunities for the future.
Predictive analytics has taken the data world by storm. Today many people are comfortable with the idea of a predictive analytics engine matching them with a partner.
As agents are the heart of a collections business, Nimble is looking to significantly redefine their recruitment practices by using analytics as a key driver in the overall hiring process.
The Agent Early Performance Predictor model identifies what specific data is predictive of an agent’s performance by spotting patterns and distilling themes. When the model is applied at 30 days, 60 days and 90 days after employment, it is able to accurately predict the agent’s performance at month 6. This enables Nimble to identify rising stars and drive agent performance improvements with early intervention
programmes. By highlighting specific performance components, the model helps identify why top performers exceed their peers so that coaching can be built around these successful behaviours.
Nimble uses speech recognition to convert the unstructured data, hidden in the relatively unexplored audio files, into structured data, so that the calls can be analysed. The output of the speech recognition model i.e. decoded text, is analysed in order to identify the defining features of calls with voice mail messages as well as those answered by humans e.g. a long string of words such as “The person you have
called is not available. Please leave a message…” as opposed to a live caller saying something similar to “Hello” followed by a post-greeting silence. The 40% to 60% of outbound calls identified as voicemail calls are then screened out allowing the agent to primarily interact with live calls and maximise talk time.
What about more abstract concepts like a commitment or promise?
Once the agent has made contact with the customer, a successful collections call concludes with a commitment to pay an agreed amount of money on a set date (PTP). There is however no guarantee that the PTP will lead to a payment. The Promise to Pay Strength predictive model is another one of Nimble’s bespoke algorithms that analyses collections data to determine the features that are predictive of the
strength of a PTP. It then uses the absence or presence of these features to score a commitment in terms of the likelihood of being honoured.
The features contributing to the score are as important as the score itself. Features are classified as those that are under the agents control and those that are not. Actively using these insights enables Nimble to increase the PTP honoured ratio by delivering personalised agent coaching and by performing effective and appropriate customer segmentation.
These examples highlight some of the exciting ways in which Nimble is leveraging its structured and unstructured data.
Written by Ingrid de Leeuw – Executive
St Agnes is a public school situated in Woodstock, Cape Town.
Nimble Group actively supports St Agnes Primary School through the Partners for Possibility programme. We dedicate resources to a variety of initiatives aimed at creating an enhanced learning and recreational space, enriched student experience, and optimized day-to-day running of school operations.
Computer room upgrade Our dedicated team of IT technicians has upgraded the school’s IT hardware and software, creating a more user-friendly and modern environment for students and teachers using the computer room daily.
Playground painting and revitalization
Our enthusiastic volunteers devoted their time to painting vibrant murals and interactive games on the walls and paved areas of the playground.
Enriched student experience
Nimble strives to continuously improve the student experience by celebrating academic excellence, sponsoring prize-giving events, and more.
Day-to-day operational support
We also contribute to the school’s operational efficiency by offering administrative support and providing access to Nimble’s HR and Finance functions.
Nimble Group has taken the initiative to establish an Early Childhood Development Centre, which began operating in January 2019 in Woodstock, Cape Town. The centre operates under the guidance of Peak child, and while accessible to the public, primarily serves as a subsidized preschool for the children of Nimble staff.
Peak Child aims to equip children with the best possible foundation for life by providing affordable, high-quality preschools in close proximity to workplaces, catering to the needs of emerging middle-class parents. Since its inception, Peak Child has focused on collaborating with socially responsible employers to support their staff beyond conventional employee benefits.
Peak Child offers comprehensive programmes for children aged 3 months to 5 years. Through partnerships with prominent educational experts and local primary schools they ensure that children transitioning from Peak Child are socially, academically, and physically prepared for admission to any of Cape Town’s leading primary schools. Peak Child currently operates three schools, including Peak Child Nimble.
Nimble has made a significant investment in this project, with plans to replicate this model close to its Johannesburg offices.
The Altius Et Latius Trust is a school education initiative aimed at providing bursaries to historically disadvantaged students, enabling their attendance at top schools in Cape Town.
The primary goal of the trust is to promote equitable access to high-quality public education, fostering lasting transformation. Their objective is to support fifty talented learners in gaining admission to high-performing schools.
Nimble Group continually makes a substantial impact on this crucial initiative by providing essential resources for additional student support, such as tutoring, funding for school events or excursions, sporting equipment and more.