If you measure agent performance in a call center by the average time it takes to handle an inbound call, you are making a big mistake, Wells Fargo's Gary Class told attendees June 5 at the SourceMedia Business Intelligence Forum in San Francisco.Instead, the measure should be the elapsed time it takes to solve the customer's problem, he said during a session on call-center metrics. Handling inbound calls successfully can be a huge factor in determining whether you will be successful in cross-selling products such as home equity lines of credit, according to Mr. Class. Business intelligence technology such as pattern-recognition software earns its keep because the more you can predict behavior, the better you serve customers -- and thereby "earn the right to cross-sell," Mr. Class said.
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The quasi-public entity's plan to buy certain closed-end seconds would constitute "unnecessary government encroachment," the Structured Finance Association said.
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The mortgage subsidiary of Hilltop Holdings posted another quarterly loss and volume slipped, but management also sees signs of optimism.
2h ago -
The increasing frequency and severity of droughts was top of mind for panelists at AmeriCatalyst's "Going to Extremes" conference Thursday.
April 18 -
In a Senate hearing, Director Sandra Thompson said a raise to the required income threshold provided to affordable housing was on the table, while housing regulators also faced questions related to property insurance hikes and title insurance waivers.
April 18 -
The nonpayment rate for non-qualified mortgages is up 21 basis points from February and 134 basis points from March 2023, Morningstar DBRS said.
April 18 -
The government mortgage-bond guarantor will require additional information on foreclosure prevention actions, and retire some forbearance reporting.
April 18