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Calls are segmented based on information gathered thru the VRU

Branch. Spanish. A L L C A L L S. MortgageServ. EZ Pays (Complex). ICC. True Collects. Real Estate (Other). Other. Calls are segmented based on information gathered thru the VRU. Branch. Spanish. MS. Senior Level. EZ Pays (Complex). ICC. Assoc Level 2. True Collects.

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Calls are segmented based on information gathered thru the VRU

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  1. Branch Spanish A L L C A L L S MortgageServ EZ Pays (Complex) ICC True Collects Real Estate (Other) Other Calls are segmented based on information gathered thru the VRU

  2. Branch Spanish MS Senior Level EZ Pays (Complex) ICC Assoc Level 2 True Collects Real Estate (Other) Other Assoc Level 1 The call segments are then routed to available CSR’s based on the pre-determined priority scheme.

  3. Primary Secondary Tertiary Senior Level Assoc Level 2 Assoc Level 1 Each Call Segment is given a routing priority scheme True Collects Branch

  4. Assist Queue Escalations Assoc Level 2 Calls are disposition in one of four ways… FCR Senior Assoc Branch CIT/ Br Req. True Collects Assoc Level 1

  5. Advantage: Reporting will be enhanced to give insight into FCR, AHT, Esc, CIT / Branch Req. by call segment AHT FCR Esc Br Req. Branch Spanish MortgageServ EZ Pays (Complex) ICC True Collects Real Estate (Other) Other

  6. Assoc Level 1 Assoc Level 2 Senior Level

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