Capacity Enhancement to Meet Growing Business Demand

ObjectiveSummary

To empower the organization with scalable and efficient capacity-building strategies through:

Strategic recruitment practices.
Accelerated training programs.
Robust operational frameworks for handling growth.

The Challenge

The client, a leading Title Insurance Provider, aimed to accommodate rapid business growth due to onboarding new clients. They needed to enhance operational capabilities within stringent timelines without compromising service levels.

Demanding Timelines: The necessity to hire and train employees swiftly
to meet service-level agreements (SLAs).
Future Growth: Ensuring sustainable scalability for new opportunities.

The Solution

Our solutions are designed to tackle core operational challenges in mortgage servicing, ensuring faster processing times, reduced backlog, and a seamless customer experience. By assembling a specialized team, implementing strategic overtime for high-priority files, and offering productivity-focused training, we help our clients achieve operational excellence. These targeted measures increase efficiency and improve customer satisfaction, empowering mortgage providers to meet industry demands with confidence and precision.

Performance, Trust, Growth – The Moder Way

Moder established a high-performing customer care center in Philippines by hiring experienced resources and training them on mortgage servicing, supported by US-based trainers and supervisors. This success led to the expansion of a larger site in Cebu, which continues to maintain top-tier SLA scores and customer trust.
Establish a new customer care center in Philippines, as a proof of concept.
Hire resources with experience in customer care and train in mortgage servicing.
US-based trainers will train the team on mortgage servicing customer care.
Supervision by US-based teams for 1 month to ensure proper support.

The Outcome

Capacity Doubled in Record Time: Successfully scaled daily capacity from 150 to over 300 in under 90 days.
Enhanced SLA Compliance: Maintained >95% SLA adherence throughout the scaling process
Coverage: 24/7 coverage resulted in improved turn times
Sustained Growth Potential: Built an agile operational framework ready for future business growth.

Scaled operations

in 2 years

High-quality service delivery to handle

volume growth in 2 years

Enhanced client confidence with

growth in FTEs in 2 years

Related Services

Capacity Enhancement to Meet the Business Demand Due to Growth

ObjectiveSummary

Performance, Trust, Growth – The Moder Way

Related Services