Sample Lending Corporation

How to decrease call processing time without compromising customer service.

–Evaluate entire workflow into the retail distribution system –Shortened screening process on the initial call with the customer –Established process that placed the customer in the hands of the loan officer as the focus is on the LO for screening Provides more leads and increases opportunities to originate business

How to decrease call processing time without compromising customer service.

 Embraced technology and created the Sample Lending Inbound Call Center –Utilize Interactive Intelligence or I3 –Streamlined the Initial customer experience and decreased call center overhead Reduced the call length without compromising service Deployed an IVR (Interactive Voice Response Unit) Initiated Live Customer Voice and Data Transfers simultaneously to the Loan Officers across the U.S. Created a web application service with our third party call centers enabling live voice and data customer transfers

How to decrease call processing time without compromising customer service.  Utilized technology and changed our philosophy to service the customer  Utilized expertise of the call centers and developed an automated scripting technique for all of the loan officers  Installed desktops for all loan officers  Training was developed and implemented as the change in culture was introduced –Developed a computer-based simulation learning system customized that has improved the confidence and skills of our employees –Developed a proprietary automated decision engine for 24/7 underwriting –Created new reporting to measure the productivity on a loan officer level  Processes in place today will allow for additional enhancements in the future

How to increase margins without relocating operations to less expensive locations.  Involve all business processes in the use of call center capabilities –Productivity can be measured –Activities driven with artificial intelligence of skills-based routing –Business can be disbursed to the edge of customer service  Moving to cheaper or undesirable locations is not always more economical –Difficult to recruit employees –Can result in higher turnover –May result in poor service levels

Reducing call abandonment rate and decreasing return calls  By coordinating direct mail drop dates, extrapolation of anticipated lead timing and forecast call volume in increments by day resulting into planned staffing and a reduction of abandons.  Sample Lending tracks volumes and call handling times by period of the day to ensure staff meets call volume.  IVR in place allows customer to leave message and agent returns calls.  Attempts made in re-contacting the customer if calls are abandoned.  Back up call center to handle after hours or overflow.

How to ensure compliance with consistent regulatory changes and updates.  ALC ensures compliance with constant regulatory changes and updates  Compliant with National Do Not Call law and various state DNC laws  Scrub all lists every 15 days per the Wireless-Ported Numbers regulations  Maintain and scrub against internal DNC list  Utilize technology so that CSR’s are not responsible for compliance  Constant monitoring ensures compliance

Are there any helpful technologies?  Deploy Call Center Telephony  IVR's (Interactive Voice Response Units) make a large difference  Voice Recognition is a winning technology if costs are justified  SIP (Session Initiation Protocol) which allows for simpler network architecture for the following: –Remote offices –Home Based agents –Integrates telephony and computer applications  Consistent Scripting, Automated Underwriting Decision Engine, and Computer-based simulation training

How to avoid technology gaps in a call center environment.  Build workflows and technology around customers  Extend the view beyond hardware telephone vendors –Think call center as an extension of the sales force and drive for consistency –Transition the workflow and business to focus on application logic for skills based routing  Establish key expert personnel within your operation: –Center Leaders –Training –Experienced switch personnel or highly skilled technical support  Incorporate Live Chat Capabilities –Customer Service –Technical Issues –Customer Acquisition  Ensure user community understands the infrastructure

Tips for People Looking to Implement New Technologies in the Call Center.  Think of your customers and how can you better service them  Select vendors with no prejudice to hardware and that have robust skills based routing to and from agents  Scope the project out carefully  Involve a business analyst if at all possible so that every possible scenario is addressed  Talk to the people doing the job: Agents, their Team Leads, Supervisors, etc.  Test, test everything possible  Write training and then train the staff  Start small –Set up a pilot before deploying to all positions whenever possible.