Customer engagement transformation enhances mortgage customer experience.

Sutherland analyzed the peaks and valleys of the call volume, and determined the highs and lows, designing a support structure that was nimble and flexible, ensuring calls were answered as quickly as possible, and within the 10-second average speed of answer service level agreement (SLA). Manpower planning analysts were leveraged to determine the appropriate hours of operation, and determined that inflow varies for different investors and clients. As such, a shift schedule was designed that ensures maximum coverage of tasks within the 18-hour window, followed by implementation of a 24-hour call center, open 7 days a week, 365 days per year.

The call center agents take calls from a variety of personnel responsible for maintaining and/or inspecting bank-owned properties. Agents document the issues or questions about the property, and then schedule time for the various vendors (carpenters, painters, cleaning services, etc.) to return to the property to complete the applicable work.