Success Story: Bayview Loan Servicing

This customer success stories summarizes why Bayview Loan Servicing selected Monet Software.

“The extensive reporting capabilities, graphs and charts presented senior managers with the tools they needed to make staffing decisions. We are satisfied with Monet Software and feel that the application has met our requirements”
- Oscar Gutierrez, Contact Center Analyst, Bayview Loan Servicing

Bayview Loan Servicing Boosts Efficiency of Staffing/Scheduling with Monet Software

Bayview Loan Servicing, an investment management firm focused on all areas of mortgage credit, including mortgage servicing rights were scheduled manually using spreadsheets. This caused several issues, including an inability to maintain adequate staffing levels by interval.

The implementation of Monet WFM Live, has enabled Bayview to plan and schedule around the needs of the department and ensure that adequate staffing levels are maintained throughout intervals, every day. Processes for handling exceptions as well as time-off requests are formalized. Departmental policies and procedures around shrinkage were established, off-phone activities such as meetings and trainings were organized and schedule adherence was incorporated as a component of the employee scorecard to achieve more accurate measurement of their performance.

The opportunity and challenge

  • Optimize forecast and scheduling
  • Implement processes for the handling of exceptions
  • Shrinkage management
  • Integrate schedule adherence to employee performance

Solution benefits

  • Reduced IT-investment and admin resources
  • Low implementation service fees
  • Affordable per user license model
  • Technical support for configuration on CMS interface
  • Post-implementation training
  • Available reporting tools
  • Robust yet easy-to-use interface
  • Level of Workforce Optimization expertise and customer care

Background

Founded in 1993, Bayview Loan Servicing is an investment management firm focused on all areas of mortgage credit, Including mortgage servicing rights. Based in Coral Gables, Florida, the company has approximately 1,600 employees working out of four locations (Coral Gables and Fort Lauderdale, Florida, Hurst, Texas and Fort Washington, Pennsylvania).

The opportunity and challenge

Employees at Bayview’s customer-relations department were scheduled manually using spreadsheets. Scheduling did not involve any workforce management concepts and revolved strictly around the schedules employees were assigned at the time of their hiring.

Off-phone activities such as lunches, breaks, trainings and meetings were taken at the discretion of supervisors and agents. There was no formal process for handling exceptions such as time-off requests. This caused several issues, including an inability to maintain adequate staffing levels by interval. Poor communication between offices regarding off-phone activities and time-off requests resulted in the department sometimes not knowing the number of employees scheduled to work each day. This often left the department short-handed to handle call volume.

The company recognized that these problems could be resolved with a workforce management platform. They began a quest for a web-based solution from an experienced company, which could be deployed and integrated with Bayview’s Avaya platform. The objective was to find a product that could support the growing needs of their business, as well as handle the following tasks:

  • Generate forecasts based on historical ACD data
  • Process employee time-off requests in order, while documenting request/approval dates, and logging all comments for these transactions
  • Build agent rosters, taking into account exceptions and scheduled activities
  • Automatically assign lunches and breaks to minimize impact to staffing levels
  • Assign different access levels so that different groups could access areas of the application while others could only access reports

Solution selection

Bayview convened a selection panel for a search process that took about 4 months. Participating vendors were asked a series of questions about how their applications would meet the company’s needs. After reviewing the pros and cons of each participant, Bayview selected WFM Live, cloud-based workforce management from Monet Software.

The following benefits were cited as reasons for the choice of Monet:

  • Ease of deployment: Bayview was impressed by the projected two-week timeline
  • Support: The company wanted access to an experienced support team that could not only provide training but also answer questions, and guide Bayview personnel through changes moving forward
  • Terms and pricing: Bayview reported that the pricing and terms of the agreement made Monet a very attractive solution
  • Future growth: The company wanted a solution that would grow and adapt to organizational changes with relative ease

Results

“The extensive reporting capabilities, graphs and charts presented senior managers with the tools they needed to make staffing decisions. We are satisfied with Monet Software and feel that the application has met our requirements.”

Oscar Gutierrez, Contact Center Analyst, Bayview Loan Servicing

Following the selection of Monet WFM Live, Bayview was able to:

  • Plan and schedule around the needs of the department and ensure that adequate staffing levels are maintained throughout intervals, every day
  • Formalize a process for handling exceptions as well as time-off requests, where employees use the employee-portal to submit requests, and await from a response from the workforce management team
  • Establish departmental policies and procedures around shrinkage
  • Organize off-phone activities such as meetings and trainings to avoid overlaps between offices or with other activities
  • Incorporate schedule adherence as a component of the employee scorecard to achieve more accurate measurement of employee performance

Return on investment

Employees in the company’s Monet admin-group were pleased with the product’s user-friendly interface, its deployment with the Avaya platform, and the ease of critical reporting and forecasting functions.

About Monet WFO Live

Monet Software is a global provider of workforce optimization software solutions for contact centers. Monet's cloud-based solution, Monet WFO Live, is an affordable and easy to use call center optimization software solution that includes workforce management, call recording, quality monitoring and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. For more information about Monet Software, please go to www.monetsoftware.com or subscribe to our blogs about Workforce Management and Call Recording.
  • Affordable: Low per user fee, minimal capital investment, no hidden costs
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Workforce Management, Call Recording, Quality Assurance and Performance Management
  • IT friendly: Secure and cloud-­‐based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Corporate website: www.monetsoftware.com

Workforce management blog: http://blog.monetsoftware.com

Call recording and monitoring blog: http://call-recording-blog.monetsoftware.com/

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video
Please fill out this form to get the whitepaper
 

I agree to Monet Software's Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.

I agree to my information being processed by Monet Software and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.

Watch Call Center Workforce Optimization in Action

Free Registration

I agree to Monet Software's Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.

I agree to my information being processed by Monet Software and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.

Watch Now