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ยป VISIT US ONLINE @ DSNEWS.COM 11 PROCTOR FINANCIAL EARNS 'CENTER OF EXCELLENCE' AND 'TOP CONTACT CENTER' AWARDS FROM BENCHMARKPORTAL When servicers elect to outsource their lender-placed insurance and insurance tracking opera- tions, borrower care is often a top consideration. One such facet of borrower care is direct communica- tion through a call center. Proctor Financial's award winning Borrower Care Center provides servicers with impressive customer service by combining superior technology and operations with experienced call center professionals. For the seventh consecutive year, Proctor Financial's call center has achieved the Center of Excellence designation from BenchmarkPortal. is recognition is one of the most prestigious certifications in the service and support industries and awarded to customer service call centers that rank in the top 10 percent of call centers surveyed. Additionally, Proctor Financial was awarded the Top Contact Center award for 2018. e Top Contact Center award process is based entirely on statistical comparison to the world's largest and most respected database of contact center metrics. is competition objectively identifies centers that are achieving superior results both in financial and qualitative terms. Each center was compared from a wide variety of industries and assigned numerical ratings. As a result, Proctor Financial was determined to be a Top Contact Center in North America. "Ranking in the Top Contact Centers Contest attests to the fact that Proctor Financial's management and employees have successfully balanced efficiency and effectiveness in their operations," Bruce Belfiore, CEO of BenchmarkPortal, said. Receiving this designation is confirmation of the dedication and commitment of Proctor's teammates to provide exceptional customer service to its clients. "Every year we continue to strive for excellence," Donna Yearego, Senior Vice President of Lender Solutions said. In the spirit of constant improvement, Proctor's management team continues to invest in call center technologies and strategies that optimize operations and identify trends to enhance the borrower experience. Proctor Financial utilizes state-of-the-art call center infrastructure powered by the award- winning Interactive Intelligence CIC Telephone Management System. Within the system, technology enhancements help manage SLAs, review quality, develop training programs, and improve the borrower experience. Such enhancements include: Post-call surveys to measure borrower satisfaction and collect feedback to improve customer service. A speech analytics tool that detects key words and phrases to alert managers, identify customer service trends, and accelerate review of recorded borrower calls. is tool also assists in guiding training programs. A workforce management tool that forecasts call volumes to properly schedule call center resources, ensuring that representatives are available to address borrowers in a timely manner. ese tools mean streamlined operations, quicker average speed of answer, prompt responses from agents, reduced escalations, focus on first call resolution, and overall better borrower care. "at's why we call our call center the 'Borrower Care Center,'" Yearego said. "Despite the efficiencies and technology, what truly makes Proctor's Borrower Care Center exceptional is the human element." Yearego pins the success of the call center on experienced professionals who are highly trained in lender-placed insurance and well versed in empathy and customer care. is empathy is especially important when natural disaster strikes, such as the above-average hurricane season that occurred in 2017. Proctor's Borrower Care Center was well prepared to handle the increased volume of calls, with adequate resources and compassionate call center agents. "Our call center agents understand that the borrower is our clients' customer," Yearego said. "Each call is handled with the mindset that borrower concerns must be addressed kindly, professionally, and the first time. We are proud of our Borrower Care Center. is award is well- deserved." For over 45 years, Proctor Financial has provided comprehensive insurance and administrative solutions to mitigate risk. Proctor's hazard tracking services, proprietary tracking technology, compliance- driven workflow, and best-in-class implementation methodology have simplified operations and enhanced the borrower experience for many servicers. SPONSORED CONTENT