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SWOT Analysis Of Evidence-Based Compensation Services

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SWOT Analysis Of Evidence-Based Compensation Services
Strengths:

Melissa greets the client in a polite and a professional tone. Upfront, she does offer empathy to the client regarding her concerns to show care and understanding.

She suggests contacting the assigned CCS to further assist with updating the client with the loan process information.

Inches:

Accessing the account- To access the account, we should always ask for the ( loan number, phone number, SSN etc) from the client so that we and be sure we are accessing the correct account and all security is obtained from the client.

Call control- Not utilizing the ARP skill allowed the client to dive deep into her concerns and verification was not initiated until halfway throughout the call. We should consider the call flow of our Strong intro, verification and then dig deep to ensure we are precise and efficient. …show more content…
We should refrain from using this language to promote a positive client experience.

Relevant coding/ effective notes- This client called in with concerns regarding the loan process taking too long to close. We should code as complaint " yes" QL process issue- taking too long to close. Also, our notes should reflect the communication with the client regarding her concerns of the loan payments and the actions that took place in the call.

Concluding the call- We ant to be sure we are ending the call politely and promoting first call resolution. Before transferring we should inquire if the client has any further questions and once the call is transferred in with the other rep we should end the call with a well wish ( have a great day ) or thanking them for their
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