Loan Protector Implements Advanced Call Center Systems to Manage Increase in Call Volume; Using Systems, Support Staff Maintains Superior Customer Service.

ORLANDO, Fla. -- Due to its growing client base, Loan Protector Insurance Services, a leading independent outsourcer of customized mortgage insurance tracking and verification programs, experienced a significant increase in the amount of both inbound and outbound calls within the past year, which precipitated the need to develop a state-of-the-art call center. Without increasing staff size, Loan Protector has been able to maintain superior customer service, despite an 18 percent increase in call volume, because of the advanced call center systems and procedures implemented in the past year.

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 improve the overall effectiveness of the call center.

President of Loan Protector, Ron Wiser, said, "We estimate that each call center representative will have more than 25,000 contacts with our clients' customers during the course of one 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."

Since the new systems and procedures were implemented, Loan Protector has maintained a greater than 92.3 percent service level for the past 12 months. In other words, each incoming call was answered in less than 20 seconds, and the call center experienced a less than 0.8 percent abandon rate.

Additionally in the past year, Loan Protector installed custom booths to control background noise and improve productivity. Each workstation is uniform with standardized, working equipment to ensure all incoming calls are answered effectively and all outbound calls are successfully completed.

"During the past year, we far exceeded the goals we had in place for the call center," Wiser said. "I credit our success to the dedicated staff working each day to improve the call center and ensuring each customer was personally assisted in a professional and punctual manner. Our specially-trained customer service team is constantly examining better ways of navigating the system and collecting information to ensure progress."

Each call center representative receives an initial three-week training session in Loan Protector's data entry department to familiarize them with the various types of insurance and forms inherent within the industry, as well as the company's proprietary tracking software, EasyTrack(SM). Then, all representatives are trained on the company's quality control system, becoming familiar with navigating and using the information to best help the customer. Representatives are also thoroughly trained on how to satisfy unpleasant callers, control objections and interruptions and ultimately how to conduct themselves professionally on the phone. In addition to role playing, new representatives receive side-by-side monitoring to ensure each caller's needs are met. Upon completion of the initial training, each representative is coached on making outbound calls, ensuring the correct information is gathered and then entered into the system.

About Loan Protector

Loan Protector of Solon, Ohio, is a leading independent outsourcer of customized mortgage insurance tracking and verification programs designed to fit each lender's specific requirements. The company offers a complete line of insurance tracking products, including hazard and flood insurance tracking for commercial and residential mortgage servicers. Using its state-of-the-art proprietary software, Easy Track(SM), Loan Protector helps loan servicers manage their insurance, escrow and verification processes in a secure, online environment. For more information about Loan Protector call 800.545.6580 or visit www.loanprotector.com.