Customer Success
Chase Home Lending | Print |
Chase Home Lending, which is owned by global finance giant JP Morgan Chase & Co., offers mortgage services to consumers across the United States. To support its mortgage clients with top quality service, Chase Home Lending employs approximately 1,200 agents spread across three contact center sites which handle about 12 million contacts a year.

About 4 years ago, Chase Home Lending made the decision to replace its legacy scheduling and agent management system with IEX® TotalView® Workforce Management, a NICE SmartCenter™ solution. The decision to migrate to IEX TotalView was based largely on the system’s ability to support complex multisite, multiskill organizations like the one Chase Home Lending is running. Since the implementation, Chase Home Lending has realized substantial operational improvements, which have been further enhanced through the development of a global command center (GCC).

The GCC is comprised of the company’s workforce management, telephony, help desk and human resource assistance teams within Chase Home Lending. Now instead of operating independently, these groups operate as a unified team that uses IEX TotalView for scheduling and agent management.

Improved Schedule Adherence

Prior to using IEX TotalView for the GCC team, real-time adherence tracked as a simple attendance metric: was the agent there or not? Now they use the TotalView Real-Time Adherence (RTA) module to monitor and analyze agent activity. As a result, schedule adherence currently averages 90 percent. The organization attributes this success to the fact that the entire GCC can see the RTA screens and agents are given pop-up notifications of schedule changes through TotalView Agent WebStation™.

Lower Overtime Expenses

In addition to the productivity gains, Chase Home Lending has realized significant cost savings. In fact, the organization reduced overtime expenses by nearly 25 percent or $200,000 per year by using IEX TotalView to introduce a flexible scheduling model that balanced out periods of under and overstaffing.

Operational Visibility for Smart Business Decisions

On top of the overtime savings, Chase Home Lending has realized significant value from the visibility it has gained into contact routing percentages, staffing data and RTA statistics. “We’re able to make more educated decisions about site expansions and consolidation by seeing which sites are handling their call volume and schedule adherence best,” said Glenn L. Gustafson, IEX Administrator for Chase Home Lending.

Quickly Respond to Problematic Conditions

These monitoring capabilities – along with CNN and the Weather Channel – allow Chase Home Lending to ensure it maintains service level goals in the face of changing conditions. For example, GCC can often see a problem with a local site’s contact management system (CMS) on the IEX TotalView RTA screen before it shows up in the actual contact handling. Similarly, GCC can respond to local political or weather events by routing calls to another site before service levels are impacted.

Automation Equals Substantial Cost Savings

IEX TotalView and the development of the GCC team has helped Chase Home Lending realize substantial cost savings by automating processes, reducing paperwork, enabling more efficient exception code handling and better resource planning. In fact, by not replacing positions lost to attrition in the GCC, Chase Home Lending has realized $120,000 in annual savings.

Relief From Administrative Burden Allows More Time for Coaching

The Agent WebStation feature’s self-service capabilities combined with the HR group’s help in the GCC, relieved a heavy administrative burden from supervisors. Now they have more time for coaching and supervisory activities.

A Team Approach

Beyond the technology, Chase Home Lending does not downplay the role of the partnership they have developed with the IEX team. “The assistance we’ve received from the IEX implementation team has allowed the organization to add new sites with a level of efficiency that has amazed the lines of business we support,” said Gustafson.

The Web-based training and the Webinars offered by IEX allow the entire Chase Home Lending staff to learn new ways to leverage the system and helps them stay current on technology developments. “The personal relationships we developed with our regional sales manager and customer advocate allow us to get very quick turnaround on our requests,” added Gustafson.

Client Profile:

Location of contact centers: Columbus, OH; Monroe, LA; Manila, Philippines
Total number of agents: 1,200
Number of WFM staff: Seven
Hours of operation: 8:00 a.m. to 11:00 p.m. Monday through Friday and 9:00 a.m. to 5:00 p.m. Saturday
Type of contacts: Inbound, outbound, e-mail, etc.
Average annual contact volume:  12,000,000
Primary type of business: Finance
Types of ACDs or contact routers: Avaya
Quality monitoring solution: NICE Perform

Benefits

  • Achieved 90% schedule adherence
  • Reduced overtime expenses by $200,000 annually
  • Saved $120,000 in overhead expenses
  • Automated time-consuming manual processes

"The assistance we’ve received from the IEX implementation team has allowed the organization to add new sites with a level of efficiency that has amazed the lines of business we support."
Glenn L. Gustafson, Chase Home Lending