TeleVoice, which develops and implements customized call center solutions, has been awarded a U.S. Patent for the unique technology embodied in SpotLight. The single-point of contact (SPoC) call management solution was designed specifically to address the challenges mortgage servicers face in implementing regulatory requirements for SPoC. SpotLight offers a distinct set of tools that improve agent efficiency and ensure regulatory compliance.
“With SpotLight, single-point-of-contact operations become more than just an audit check box,” said Barry Hays, SVP and co-founder of TeleVoice. “A well-managed SPoC group really can achieve the true goal of loss mitigation, to move each troubled loan to the most favorable outcome as quickly as possible. Improving the flow of communications between SPoC agents and their assigned borrowers is the key to optimizing loss mitigation operations.”
SpotLight manages all inbound and outbound call tasks assigned to SPoCs and may be used in environments where individual SPoC agents are assigned a group of loans or where a group of SPoC agents share responsibility for a set of loans. With SpotLight, agent resources are maximized and borrower needs are addressed more effectively.
Using propriety technology, SpotLight dynamically calculates a call priority score (CPS), based on loan-level data and call characteristics, for each inbound and outbound call task. Critical calls are handled first, and less urgent calls are scheduled to be addressed later. Outbound contacts required by regulators receive priority as deadlines approach, insuring that regulatory standards are maintained.
The patented technology also provides critical audit trails by recording the disposition of every inbound and outbound call attempt. Servicers are able to instantly produce contact logs for individual loans, showing the outcome of every call that was placed by the borrower to the SPoC or by the SPoC to the borrower. Successful contacts, voicemails, requested call backs, abandoned calls and other call events are all tracked, providing a level of management detail not available with any other system.
Servicers using SpotLight for their loss mitigation operations have reported significant increases in Quality Right Party Contact, as well as increased SPoC efficiency and improved responsiveness from delinquent borrowers.
“The struggles the mortgage industry endured in the wake of the meltdown have largely abated, but the lessons learned have led to a lot of operational improvements,” Hays said. “We’re proud that SpotLight is one of the tools that is playing a continuing role in enhancing loss mitigation efforts.”