Industry Markets > Financial Services

Customer Service and Lead Generation for Auto Finance Company
The Connection is currently working with a major auto financing company whose mission is to assist credit-challenged customers and put each and every caller into an automobile. Our client supplies car dealerships throughout the country with loan applications from individuals who need special financing. Our services for this client include, inbound business-to-consumer application calls, outbound appointment setting, customer service, follow-up surveys and business-to-business services which involve soliciting new dealerships to join our client. Inbound calls are direct response driven through both DRTV and weekly direct mail campaigns. We utilize multiple 800 numbers with unique DNIS assigned to differentiate between the three different brandings utilized in the direct response media.

Keys to Success of This Program Include:
		'White Glove' customer experience; every caller has a positive, exceptional call experience. Developing a strong rapport with callers, while keeping the call focused.
		Completing an accurate and complete inbound application, accounting for each call in appropriate categories and processing new business inquiries. Effectively assisting all callers with their application and follow up on completed applications. Obtaining all valuable product information through outbound call campaigns.
		Proactively encouraging all callers at every opportunity to obtain an application, dealer call back or dealer information.
		Proactively scheduling callers with follow up appointments with dealership representatives in their local area, following an immediate call back for pre-qualified applicants.

Customer rapport and creating a positive call experience is such a critical aspect to this program, that we designed a unique approach to training and embedding our agents into this client's vision. Our unique program for developing outstanding agents incorporates world class service values, commitment to quality and outstanding account management. Our strategy for creating a 'white glove' customer service experience included:

		Dedicated agents for this program were divided into two groups:
		- Blended inbound and outbound agents focused on the applicant and dealership relationships
		- Inbound agents focused on customer care and assisting callers with the application process.
		National Account Manager handling this program immediately developed rapport between the client and the agents handling the program by:
		- Facilitating implementation meetings face-to-face with the call center facilities managers, call center facilities client coordinators, call center facilities coaches and supervisors. These initial meetings resulted in a clear understanding of who the client is, their mission and vision and their business objectives.
		Agent training was developed with strong involvement from the client. We assigned dedicated trainers for this program from our corporate and call center facilities. These trainers went through a certification process before training agents. Agents then go through an extensive training program and also must pass a certification test before handling calls for the client. Our client then conducts re-certification of our trainers on an annual basis.
		Internal incentive programs were developed by each call center facility for the agents based on the client's quality score goals. For every call an agent scored a quality score of 90% or higher, they were entered into a weekly drawing for cash prizes and gift certificates.

Financial Call Center Services
We handle inbound credit card acquisition calls for a number of financial institutions. These programs include: pre-approved credit card offers, telephone balance transfers, and Invitation-to-Apply programs.

System Features:
		Digital recording and verification of every sale.
		Website development 1) Consumers can work online as well as over the phone. 2) Online applicants can perform balance transfers. 3) All web systems tied into our internal database and sent with the regular daily download.
		Customized reporting, including Cumulative Daily Summaries 1) Lists all offers and number of applications. 2) Differentiates between offers with and without balance transfers. 3) Indicates dollar amount of transfer.
		Individual spreadsheets show call activity.
		Summary reports compile application and balance transfer information.

Education Financial Aid: Enrollment, Customer Service and Sales

History
The Connection® has partnered with the nation’s premier provider of education payment solutions to help students and their families find an affordable solution to education financing.  Member schools provide a toll-free number to contact our client with their school’s enrollment materials.  

The Connection® provides inbound call center services to handle seasonal spikes in incoming call volume during the peak enrollment season from June through September, and a percentage allocation of calls during the non-peak/non-seasonal.  Calls range from first sales contacts and order taking to customer service and support (including balance information, tuition counseling, payment processing, fee disputes, and budget adjustments.)

Company Goal for Outsourcing

• Implement multiple 40 hour training sessions, including classroom and system training, double-jacking, role-playing and individual coaching and evaluations.
• Answer phone in customized manner with live operators during the hours of operation from 8am-5pm MST, Monday – Friday.
• Tuition planning, set-up monthly payment plans, education loan counseling and cross-selling, and payment processing.
• Internal and external transfers of escalated calls to client.
• Monitor agent performance and program statistics.
• Full digital recording and storing of call records.

Tasks to Accomplish Success

• Test and identify representatives with proven sales skills and mathematical aptitude to be dedicated as Education Payment Partners in the Call Center.
• Attend internal Train the Trainer sessions at the client site, and develop an optimized agent training curriculum.
• Set-up and maintenance of The Connection® Owned local DID numbers, IVR, queue message and music.
• Percentage allocation testing between The Connection® and client.
• Configuring and testing VPN tunnel access.
• Installing and testing application performance of client CRM tool in call center.
• Developing supporting procedures for call monitoring and call escalation.
• Provide detailed conversion reporting in addition to standard ACD reports that include; Total Calls, Service Levels, Abandon Rates, and Average Speed of Answer.
• Develop and manage distribution of client incentive programs.