TeleVoice [1], a provider of customized telephony applications, announced Monday the updated release of its whiter paper on enhancing call center efficiency [2].
The white paper details how customer satisfaction can be improved by utilizing Computer Telephony Integration (CTI)-enabled Screen Pop technology.
Increased Consumer Financial Protection Bureau (CFPB) regulations have called for more efficiency in operations in order to more ably adhere to the CFPB mandates.
Televoice believes Screen Pop technology can reduce call length by 15-20 seconds, while "simultaneously enabling servicers to dedicate time to additional accounts and increasing customer retention levels."
"In the current regulatory environment, identifying compatible call center technologies is crucial in reporting all servicer and borrower interaction," said Barry Hays, co-founder and SVP of TeleVoice. "Our white paper clearly articulates the challenges of utilizing a CTI solution that communicates with a call center’s disparate systems to consistently link caller account information with each call, and presents the guide to implementing an actionable, profitable solution."