Advanced Call Center Helps Loan Protector Manage Volume.

Solon, OH -- Loan Protector Insurance Services, by implementing new call-center technology to boost efficiency, has been able to handle increases in both inbound and outbound call volume without adding staff.

Loan Protector, an outsourcer of customized mortgage insurance tracking and verification programs, experienced a significant increase in call volume within the past year, which precipitated the need to develop a state-of-the-art call center, the company said.

Without increasing staff size, the company said the new center has been able to manage an 18% increase in call volume and maintain superior customer service.

During the past year, Loan Protector created and maintained detailed processes, specific job instructions and informative scripts to help improve the efficiency and quality with which each call is answered. The center has quality controls in place to ensure that information furnished is consistently updated and accurate.

Additionally, a long-term, quality-control system was implemented to measure each representative's performance against a set of standards to point out any deficiencies in training and ultimately improving the overall effectiveness of the call center.

Ron Wiser, president of Loan Protector, estimates that each call-center representative will have more than 25,000 contacts with the company's clients during the course of a year.

"The success of our business depends on our ability to make sure our client's customers receive quality service and that all of their questions or needs are met promptly and with the utmost professional courtesy. We continually review and update our call-center programs and systems to ensure we are delivering the best possible customer service."