Faster wrap-up, more calls, higher QA — LJ Ross Associates

How LJ Ross Associates used Sedric’s Real-Time Agent Assist to cut post-call wrap-up to about nine seconds, lift throughput by roughly 25%, and raise QA scores by about 23% — without adding reviewers or coaches.

LJ Ross Associates, a U.S.-based accounts receivable management firm, hit a familiar wall: the work after the call was slowing the whole floor down. Post-call updates took too long, throughput was capped, and new collectors were slow to ramp because coaching only happened after the fact.

The Challenge

• Long post-call update times that ate into productive talk time
• Throughput stuck in the low-to-mid 20s of calls per hour
• Slow ramp for new collectors, who relied on after-the-fact coaching

The Approach

LJ Ross deployed Sedric’s Real-Time Agent Assist to put quality and compliance guidance directly into the live call:

• Real-time guidance on every call, in the moment instead of after the fact
• A streamlined post-call workflow that cut wrap-up time
• A continuous quality signal feeding the QA scorecard

Rather than adding reviewers or coaches, LJ Ross built the guidance into the call itself.

The Results

Efficiency

Post-call update time dropped to about 9 seconds, below the 13-second target, representing roughly 30% faster wrap-up for tenured collectors.

Capacity

Call volume increased to close to 30 calls per hour, up from the low-to-mid 20s. This represents about a 25% increase, with no drop in quality.

Quality

QA scores climbed steadily through the year, increasing by approximately 23% from the starting point. New collectors also reached full quality faster, supported by real-time guidance on every call instead of after-the-fact coaching.

What Changed

• From after-the-fact coaching to real-time guidance on every call
• From slow, manual wrap-up to a faster post-call workflow
• From quality measured after the fact to quality supported in the moment

Bottom Line

LJ Ross did not improve quality and capacity by adding more people. They did it by changing how the work happens during the call. Sedric’s Real-Time Agent Assist cut post-call time to about 9 seconds, increased throughput by about 25%, and brought the QA scorecard to 80, while helping new collectors get up to speed faster.

“Real-Time Agent Assist has become part of how we work, not just another tool we rolled out.” — Rebecca Stewart, Chief Operating Officer, LJ Ross Associates