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MetaSource Document Management Software & Workflow Automation Solutions

6


Locations

1,000+


Associates

4,700+


Clients

120+


Current BPO Engagements


Contact Center & Customer Experience Services

Customer Experience & Support Services

Achieve new levels of customer service as cost-effectively as possible with our call center services. This includes interacting with your customers via phone, email, fax, chat, and social media.

By providing inbound skill-based routing, your customers will be matched to the appropriately skilled agent for their needs. Our call center services also include predictive and power dialing, blended universal servicing and interactive voice response (IVR).

Call Center Clients

Our call center clients include:

  • Credit Card, Airlines & Microfinancing Companies: we manage the entire application process, which includes capturing the application, trailing documents and correspondence; we also manage this process with the same workflow automation software that we implement for our clients
  • Retailers: we handle all applications and correspondence for loyalty cards

Service Delivery

Knowledge Transfer & Training Approach

Our overall goal is to replicate and elevate your customer outcomes. We utilize two dedicated trainers and all material is jointly developed with our clients. We also conduct "side-by-side" training with seasoned agents.

Quality Assurance Program

We monitor all agents on a regular basis, including daily for new hires. We provide real-time feedback and coaching with our agents in a manner that is collaborative with our clients and measure subsequent improvement and proactively correct any issues.

Measured Performance Metrics

We monitor the following performance metrics and key performance indicators (KPIs):

  • Average handle time (AHT)
  • Abandon rate (AR)
  • First call resolution (FCR)
  • Average speed of answer (ASA)

Contact us to learn more about our Customer Experience & Call Center Services

Services

MetaSource Services Contact Us

Whitepaper: Leveraging Better Data & Process Management for Success In Mortgage Servicing Transfers

Regulatory risk around servicing transfers continues to be a hurdle for enticing investors to engage in the market. This is largely dependent upon lenders’ ability to ensure the quality of the assets being traded. The best strategy for taking the risk out of servicing transfers from a regulatory standpoint and verifying the soundness of underlying assets is through enhanced data and process management.