How Cedar Business Services Improved Compliance, Efficiency, and Agent Performance with Sedric

How Cedar Business Services scaled to 100% call-audit coverage, cut wrap-up time by 70%, and lifted its BBB rating from 1 star to 4.53 — with the same three-person compliance team.

Results at a glance

• QA coverage: 100% — every call audited, up from samples of about 100 calls per agent.
• Wrap-up time: 70% reduction — AI call summaries replace manual note-taking after every call.
• BBB star rating: 4.53, up from 1 star before Sedric.
• Audit volume growth: 2.9x — 314,093 calls audited in Q2 2026 vs 108,013 in Q2 2024.
• Live AI assistance: Real-Time Agent Assist guided 455,274 calls in Q2 2026.
• Payment-securing calls: 4.9x growth — 5,878 in Q2 2026 vs 1,199 in Q2 2024, on 2.9x the call volume.

Executive summary

For nearly three years, Cedar Business Services has used Sedric's AI platform for quality assurance, compliance monitoring, coaching, and workflow automation. Since going live in October 2023, Cedar has scaled from roughly 1,200 audited calls a day to more than 3,400, and Sedric analyzes every one of them. The results: 100% audit coverage, a 70% reduction in call wrap-up time, faster agent onboarding, and a BBB rating that climbed from 1 star to 4.53.

The challenge

As a growing collection agency serving many creditor clients and regulatory requirements, Cedar faced challenges familiar across the industry:

• Manual QA could review only a small sample, roughly 100 calls per agent, leaving most interactions unseen.
• Compliance monitoring was time-intensive and manual.
• Call documentation and dispositions were inconsistent.
• Training and coaching administration consumed team-lead hours.
• New agents took a long time to reach full production.
• Human error created compliance gaps and risk.

Leadership wanted comprehensive oversight that could adapt to Cedar's own compliance and operational playbook, not force the organization into someone else's.

The solution

Cedar selected Sedric for its flexibility, deep customization, and ability to monitor an unlimited number of quality and compliance elements. Rather than adopting predefined workflows, Cedar built its own monitoring framework on the platform, aligned with its client requirements, compliance standards, and performance objectives. Two products carry the work:

• Sedric Post-Call transcribes and audits every recorded call against Cedar's custom scorecards, trackers, and red-flag detectors.
• Real-Time Agent Assist guides agents live during the conversation and generates the call summary the moment the call ends.

Together they run Cedar's quality assurance, training, coaching, compliance monitoring, disposition validation, and call documentation.

Key results

100% quality assurance coverage

Before Sedric, auditing every interaction was not practical. Today every recorded call is analyzed, and audit capacity has scaled with the business rather than with headcount. Audit coverage across the last three second quarters:

• Calls audited: 108,013 (Q2 2024) → 210,082 (Q2 2025) → 314,093 (Q2 2026).
• Average calls audited per day: 1,200 → 2,300 → 3,450.
• Right-party conversations audited: 21,158 → 46,812 → 79,628.

In Q2 2026, Sedric ran 1.54 million individual scorecard checks and scored 308,015 calls, about 98% of everything recorded that quarter. Complete coverage gives Cedar full visibility into agent performance, consistent compliance monitoring, and coaching opportunities drawn from every interaction instead of a sample.

Decoupling growth from compliance economics

Growth usually forces a choice: hire more reviewers or review less. Cedar has done neither. The production team has grown from 50 agents to 80, every call is still monitored, and the compliance team overseeing it all has not grown at all — one QA manager and two QA professionals. The same three-person unit now covers a 60% larger production floor at 100% coverage, with the headroom to absorb future growth as well. Compliance capacity no longer scales with team size, so Cedar can keep adding agents without adding QA cost.

70% reduction in wrap-up time

Agents used to split attention between the consumer and the keyboard, spending about a minute documenting each call. Sedric now generates a concise, complete summary the moment the call ends, ready to transfer into Cedar's system of record. Cedar measures the reduction in wrap-up time at roughly 70%. Platform data shows the same pattern: between Q2 2025 and Q2 2026 the median gap between an agent's consecutive calls fell from 76 seconds to 53, a 30% drop, even as call volume grew by half.

• Notes are consistent, complete, and audit-ready.
• Agents stay focused on active listening instead of typing.
• 455,274 calls carried live AI assistance in Q2 2026.

Faster agent ramp-up

Real-time guidance walks new agents through conversations and client-specific requirements from their first day on the floor, so they ramp up faster and sound like veterans sooner:

• Reduced learning curve for new hires.
• Faster transition to production.
• Consistent customer interactions across the team.
• Easier onboarding onto new client programs.

Improved training and coaching efficiency

Manual training administration consumed team-lead hours. With Sedric's training module, assignment and completion tracking run automatically. Team leaders spend less time managing spreadsheets and more time coaching, with greater accountability for training completion and performance conversations grounded in call evidence.

A stronger consumer experience

Complete monitoring plus real-time guidance means consumer requests and frustrations are caught and honored early, before they escalate. Over the engagement, Cedar's Better Business Bureau rating climbed from 1 star to 4.53 stars.

Actionable performance intelligence

Sedric reporting gives management insight into regulatory compliance, client-specific requirements, service quality, and negotiation effectiveness, and about 80 Cedar team members work in the platform every month. The intelligence shows up where it matters most — in outcomes. Comparing Q2 2024, Q2 2025, and Q2 2026:

• Payment-securing calls: 1,199 → 2,942 → 5,878.
• Payments per 100 right-party conversations: 5.7 → 6.3 → 7.4.
• Promises to pay per 100 conversations: 18.6 → 21.8 → 23.6.

Payment-securing calls grew 4.9x while call volume grew 2.9x. Agents are not just handling more conversations — they are converting more of them.

Return on investment

Faster wrap-up compounds into capacity, and capacity compounds into collections. Applying the wrap-up reduction to Cedar's actual Q2 2026 operating profile:

• Median payment on a payment call (118-call sample): $200.
• Wrap-up time per call: 60 seconds down to 18 seconds.
• Time returned per collector per day: 24 to 43 minutes.
• Additional calls per collector per day: 16 to 29.
• Additional payment calls per year: 6,000 to 10,900.
• Estimated incremental collections per year: $1.2M to $2.2M.
• Return on the annual Sedric investment: 14x to 27x.

The lower bound uses only the between-call time reduction Sedric measures directly on the platform. The upper bound applies the full 70% wrap-up reduction Cedar reports. Either way, the summary automation pays for the platform many times over on collections alone, before counting the compliance and QA value.

Why Cedar chose Sedric

"Sedric's greatest differentiator is its flexibility. The platform allows us to build a monitoring and coaching environment tailored to our business rather than forcing us into a predetermined framework. This customization, combined with comprehensive auditing capabilities and real-time agent guidance, has delivered measurable improvements in compliance, operational efficiency, and employee performance." — Syntheia Nagel, Chief Compliance Officer, Cedar Business Services

Data notes and methodology

• Quarterly comparisons cover April 1 to June 30 of 2024, 2025, and 2026. Source: Sedric platform data for Cedar Business Services, retrieved August 6, 2026.
• Calls audited counts every completed call processed by Sedric Post-Call. Right-party conversations counts calls whose agent disposition records a right-party contact.
• Payment-securing calls counts dispositions recording a payment arranged on the call (RPC Pay, RPC PIF/SIF, promise converted to payment, and third-party payment). Promises to pay counts promise-to-pay dispositions.
• Scorecard checks count individual criterion evaluations by Cedar's automated quality scorecard, live since February 2026.
• Between-call gap = median seconds between one agent's consecutive Real-Time Agent Assist sessions on the same day, counting gaps of 10 seconds to 30 minutes.
• ROI estimate = median payment value ($200, from 118 randomly sampled Q2 2026 payment calls) x additional call capacity from wrap-up time savings x the payment-call share of all calls (1.9%), at Cedar's actual 2026 staffing run rate (62 calls per collector-day, 90.8-second average call cycle after Sedric). The range reflects two savings assumptions: the platform-measured 23-second between-call reduction (lower bound) and the full 70% reduction from about 60 seconds reported by Cedar (upper bound). Returns are stated against the annual Sedric subscription.
• The 70% wrap-up reduction, the pre-Sedric QA sample, team size figures, and BBB ratings are as reported by Cedar Business Services.

Case study compiled by Syntheia Nagel, Chief Compliance Officer, Cedar Business Services (August 3, 2026). Performance data verified against the Sedric platform, August 6, 2026.