With over twenty years in the finance, lending and property industry, there isn’t a lot that Gary Lees, Director of Funding at Your Corner Lending Solutions, hasn’t seen. Providing a comprehensive range of financial services and solutions to it’s clients, YCLS grew quickly and developed a reputation built on quality and trust. Gary places much of this credit on his broader team, however, and insists that his success comes from how he treats them and how well he leverages their skills given most conduct day to day business over
the telephone.
Giving his clients a consistent experience over the telephone and matching a team member with their specific needs had always been a long-term challenge. On top of that, the business was always under regulatory pressure with what can and can’t be said.
It was at this point that Gary turned to his technology partner for a solution who promptly directed him to CaIIN’s capabilities. The business soon discovered that this solution went well beyond the recording and storing of his calls but extended to providing key insights from his business’s interactions. Using in-built topics and keyword analysis, YCLS was able to use the CaIIN output as a business process to deepen the understanding of his client’s needs and assign the right products.
“I’ve seen many changes in the Finance Industry,the past 5 years has been revolutionary. Connecting our clients with lenders that fit the clients long term investment goals is what we do, speech analytics however has become the new way we do it”
YCLS has conservatively calculated a 25% reduction in operating costs since implementing CaIIN. Much of this is credited to having a dashboard that literally gives him a ‘happiness meter’ through which he is able to asses trends in and causes of customer satisfaction. As a result, he is seeing an 18% improvement in customer satisfaction ratings as well, which has boosted referrals.
