Strict SLA’S
Loan applications needed to be converted within a strict SLA
Fair Distribution
Needed a way to assign applications fairly, as agents were motivated to close the highest value loan
Fair Workload Balancing Across Shifts
Fairness on work load is dependent on value of loan and chance to convert
Automated Re-assignment
Loan applications automatically re-assigned if not worked within a set time frame
Dynamic Assignment Rules
Q-assign would look at the value of each application and assign fairly across the board
Load Caps
Placed caps on agents work loload based on value of applications in their queue
Higher conversion rates across all loans, irrespective of value. Whilst meeting SLA Guidelines.
Fair distribution across all agents, allowing for fair opportunity and increasing motivation.
