Proctor Financial Inc., an insurance tracking and lender-placed insurance provider for mortgage servicers, recently earned a Top Contact Center award for 2019 from BenchmarkPortal.
Proctor Financial’s call center, known as the Borrower Care Center, uses state-of-the-art telecommunications technology and employs customer service best practices, the comp[any says. The Borrower Care Center functions as the epicenter of customer interaction for its client’s borrowers.
For eight consecutive years, Proctor’s Borrower Care Center has achieved the Center of Excellence designation from BenchmarkPortal.
“Going through this process yearly continues to challenge Proctor to improve processes and service levels,” says Donna Yearego, senior vice president of lender solutions for Proctor Financial, in a release. “The detailed process outlines a clear roadmap of what is working well and what needs focus and attention for improvement. This coupled with a knowledgeable staff, help us to close the gaps and continue to achieve excellence.”
The Top Contact Center award exemplifies Proctor’s culture of quality embraced by call center agents, supervisors, management, and senior leadership.
The designation means that a third party organization attests to the quality and efficiency of Proctor’s call center services for clients.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal, visit benchmarkportal.com.