News/Resources

There is no doubt that technology is leading the charge in call center advancements. In fact, various technologies already have changed the contact center landscape. We are faster, more efficient, more secure and responsive than ever before. And while call centers have come a long way thanks to technology, we’re far from what’s possible.

We’re approaching a notoriously slow time of year in the online financial services industry. With fewer customers applying for loans, lead volumes drop significantly. Rather than keep the same underwriting and receive less volume, a better strategy is to possibly purchase leads at different (lower) prices and tighten your underwriting requirements.

Company culture is the lifeblood of any organization. It sets expectations and it affects the overall productivity of employees. Company culture is established at the top and trickles down. And while nurturing a strong, positive culture is key to the long-term growth and viability of any business, never is it so important than when applied to a contact center environment.

...And All We Got was This Non-Lousy Quality Assurance Policy When your customer service representatives (CSRs) are handling 1.6 million incoming and outgoing calls a month, your quality assurance policy has to be airtight and enforced every minute, every hour and every day of the week.

Short-term lending thought leaders, investors and innovators met for the Online Lenders Alliance’s (OLA) Leadership + Innovation Conference (LEND360) at Sheraton New Orleans October 15-17 to tackle our industry’s pressing issues, grow their businesses and share strategies and information. LEND360, in partnership with the Daily Funder, is revolutionizing the way online lenders and service providers work together.

The one and only way to avoid legal trouble is playing by the FTC and CFPB regulations. More important, lenders must choose their vendors, including contact centers, very carefully as their actions and center policies are directly related to your compliance. In other words, if your contact center is not in compliance, neither are you.

Instant connectivity and information access. Getting what you want when you want it isn’t a matter of being self-absorbed anymore. It’s simply part of the times in which we live. The regular 9 to 5 no longer exists. Your customers are doing business outside of normal business hours today, and the trend is here to stay.