TMCnet News
HomeStreet Bank Implements TeleVoice's Screen Pop to Increase EfficiencyTeleVoice, a provider of customized telephony applications, has installed its Screen Pop solution in the Loan Servicing Customer Service Department of Seattle-based HomeStreet Bank ($3.07 billion asset), a wholly-owned subsidiary of HomeStreet, Inc. (NASDAQ: HMST). The customized Screen Pop solution integrates with HomeStreet Bank's existing TeleVoice IVR (Interactive Voice Response) system and Black Knight's MSP data platform. Inbound callers reaching a customer service representative will no longer need to provide the representative their loan number, because the caller's account information will automatically be displayed on the agent's workstation. TeleVoice Screen Pops differentiates the call center experience for borrowers and improves the quality of service they receive. By reducing the average call length an average 15 to 20 seconds, Screen Pops also increase call center efficiency, simultaneously enabling servicers to dedicate time to additional accounts and increasing customer retention levels. Additional regulatory requirements, included those from the Consumer Financial Protection Bureau (CFPB), have motivated servicers to further assess how to create additional efficiencies in their call centers to address borrower inquries and to improve the customer experience. "The additional functionality of the TeleVoice technology gives our customer service agents and loan counselors the opportunity to improve customer service and meet borrowers' needs, which are our major goals and paramount to our continued success," said Marlene Price, HomeStreet Bank Loan Servicing Manager. "This technology will improve our customer service and support our continued regulatory compliance." Identifying compatible call center technologies is crucial in reporting all servicer and borrower interaction. With the Screen Pop solution, HomeStreet can meet the challenges of using a CTI (News - Alert) solution that communicates with a call center's disparate systems. Screen Pop consistently links caller account information with each call and presents the call center agent with a guide to implement an actionable, profitable solution. "As the regulatory environment continues to evolve, it challenges servicers to leverage the latest customizable, seamless technology to not only achieve compliance, but to also complement internal business processes already in place," said Barry Hays, co-founder and senior vice president of TeleVoice. "Our systems are scalable and can grow with HomeStreet Bank as its business and compliance needs mature further enabling the bank to provide the highest level of customer service that its staff strives to offer." About TeleVoice Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) to the financial services industry. Based in Houston, Texas, TeleVoice has been the call center solutions partner of industry leader Black Knight Financial Services, formerly LPS, since 1987. The company currently serves some of the largest financial institutions including SunTrust, BB&T, OneWest, EverBank and Capital One (News - Alert), helping them to more efficiently and cost-effectively manage their customer service communication channels while maintaining full compliance with key industry regulations like SPoC. About HomeStreet Bank HomeStreet, Inc. (NASDAQ:HMST) is a diversified financial services company headquartered in Seattle, Washington, and the holding company for HomeStreet Bank, a state-chartered, FDIC-insured savings bank. HomeStreet Bank offers consumer and commercial banking, commercial real estate and construction financing, investment and insurance products and services in the Western United States and Hawaii. HomeStreet Bank has consistently received an "outstanding" rating under the federal Community Reinvestment Act. |
