Ensuring high quality customer interactions while reducing costs and managing fluctuating call volumes is a major challenge for loan servicers today. At Sourcepoint, we believe that a deep understanding of the customer journey is critical to creating a winning customer experience. Our Contact Center and Collections Capabilities help loan servicers ensure contextual communications with customers – at a time of their choice and on a channel of their choice such as Voice, Email, Chat, Social, Text and Survey.
We use a combination of technology and skilled resources to deliver next-generation contact center capabilities. On the one hand, our omnichannel contact center solution FirstCustomerIntelligence (FCI) optimizes people, processes (routine as well as default servicing), and operations. Using customer experience analytics, FCI pairs customers with the most qualified agents and monitors agent-customer conversations for continuous improvement.
On the other hand, our rigorous talent acquisition strategy uses multiple filters and competency-based selection processes to ensure that the right-fit candidates are recruited for associate, team lead, and managerial positions at our contact centers. Our bilingual staff supports customer management in English and Spanish from three US centers and one off-shore center. With the growing Hispanic population in the country, our bilingual agents help build strong customer relationships through language and culture. We obtain the best Spanish talent through a combination of employee referrals and partnerships with recruiting agencies and local educational institutions.
The result: ability to scale in sync with changing call volumes, increased agent productivity and debt recovery, and superior compliance.
A top 10 residential lender with operations across the US was looking for a cost-effective and efficient contact center solution to manage call volume fluctuations and offer high quality service.
Sourcepoint developed a hybrid model to monitor and handle multi-channel customer contact, and hired agents within planned timelines to seamlessly transition the process and handle customer queries. We also assisted the client in covering peak call volumes through efficient resource planning.
Our solution helped deliver the following clear benefits:
Agile and flexible operations to handle fluctuating call volumes
Tap into our expertise - We work with the biggest names in the US mortgage market to deliver superior business outcomes
Create a unified experience across channels and services - ranging from mortgage origination and routine servicing to foreclosure and default servicing
Stay ahead with next-gen solutions underpinned by Robotic Process Automation, AI, Machine Learning, Advanced Analytics and more