MCAP Service Co.

Company Description

MCAP is one of Canada's largest independent mortgage financing companies, with over $62 billion in assets under administration. The company operates in two key lines of business: residential mortgages and commercial mortgages & development finance.

Comprised of 700 employees in 9 offices; MCAP originates, securitizes, trades and services mortgages across Canada. With a stable of more than 25 institutional investors and over 225,000mortage loans across Canada, MCAP has the flexibility and expertise to create innovative financial products to match the needs of both borrowers and investors. MCAP truly means "One Stop Shopping" for all aspects of real estate lending.

Contact Centre Description

The MCAP Customer Contact Centre has been in existence for 18 years. There are 2 main regional centres: Kitchener, and Edmonton, with satellite offices in Calgary, Regina, and Toronto. All centres handle inbound and outbound phone and email communications with customers. Customer contact representatives handle inquiries regarding mortgages and debentures. Transactions include: post- funding mortgage service, loan applications, collection activities, and cross selling auxiliary products. MCAP's CCC is a leading outsource service provider for several mortgage companies in Canada. There are 43 fulltime CSRs nationally. Hours of operation are 8 a.m. to 8 p.m. local time. Current turnover rate is 4.3%; due mainly to internal promotions.

The organizational structure includes a Director, Contact Centre, Director, Default Management Team, Associate Director, Servicing Initiatives, Sr. Team Leaders, Team Leaders, Admin Support, and Trainers. There are 3 distinct front line contact center functions: mortgage servicing representatives (MSR), retention agent, and collector. The MSRs handle the majority of inquiries from the customer base, while the retention agents and collectors respond to more complex, inquiries typically from higher end clients. Outbound specialists are focused on customer loyalty and retention.

CCEOC Certification

In 2004, MCAP Service Corporation's Customer Contact Centre became the first in North America to achieve the prestigious Gold Level Contact Centre Employer of Choice™ designation. This was achieved through a combined assessment with all existing contact centers contributing to the overall score. After 12 years of continued business and striving for success, MCAP is still able to achieve the Gold Level designation.

Through the CCEOC Award program, MCAP's Customer Contact Centre (CCC) division has been able to more effectively address primary people performance and satisfaction issues. Achieving and promoting the designation has helped gain company-wide, and industry recognition as a great place to work. Continuous improvement initiatives resulting from the program has, and will continue, to be positively received by employees, and accurately aligned with overall corporate objectives.

MCAP's CCC considered a number of factors in determining major focus areas for the program. These areas include:

• Attracting the best, right fit candidates
• New opportunities for employee development
• Motivating & coaching employees
• Open and trusting communications between staff and management
• Positioning new technology for improved customer and employee satisfaction

Becoming certified through the Contact Center Employer of Choice™ program has allowed MCAP's CCC to benefit from achieving the designation, and identify new opportunities for developing effective improvement programs. They are currently implementing new initiatives to address and manage stress in the contact centre.

Top Measures for Success

Performance measures are logged in a Performance Assessment document and are reviewed on a monthly, and tri-annual basis. Top measure metrics include:

• Knowledge assessments
• Quality – voice calls and emails
• Call/Email Interaction Efficiency
• Promotion of auxiliary products

Technology & Ergonomics

MCAP's CCC uses a state of the art Multichannel ACD solution /contact center solution. Workstations are arranged in an open-row configuration with low partitions and ample desk space. All reps have their own dedicated workstation (no sharing) with up-to-date computers, keyboards and headsets. Ergonomic experts and occupational therapists have reviewed the operation, and made recommendations to reduce injuries and accommodate employees with special needs. Short- term technology plans are to create a virtual contact centre operation through special services offered by a leading telecommunications provider. Long- term goals include: networking all centres together creating a virtual contact centre utilizing blended queues, and CRM technology.

Growth Prospects

The MCAP CCC is committed to growing internally. It is expected that the contact centre operations will continue to grow in relation to overall projected corporate growth. Growth is estimated to be over 60% over the next 5 years. New CRM technology along with some increased headcount will accommodate the estimated increases in call volume. Future growth prospects for MCAP's CCC are excellent.

CCEOC Attributes

Rewards and recognition, and community involvement are big contributors to MCAP's CCC achieving Gold Level CCEOC certification. Product promotions occur on a regular basis allowing reps an opportunity to up-sell and cross-sell their clients. The top producers receive a special plaque and award. Campaigns are conducted throughout the year where reps have an opportunity to earn cash rewards and gift certificates. Annual awards are handed out based on top performance, including a grand prize gift certificate. Years of Service awards are presented annually to employees for every 5 years of service, and usually include a small gift and lunch.

MCAP is very proud of their involvement with Habitat for Humanity Canada. Habitat for Humanity is a non-profit organization that builds homes around the world for families that don't have access to affordable housing. As a sponsor company, MCAP employees donate their time to help build homes. The company pays for one volunteer "build day" per year. Due to the scheduling requirements, CCC staff are sometimes limited to the time they can take off, so they look for other ways to contribute such aslparticipating in MCAP's payroll deduction program, as well as employee-run internal fundraising activities.

Contact Centre Culture and Social Environment

The CCC is extremely people focused, and embraces Employer of Choice values and beliefs. The center culture is one that is very nurturing and supportive. They refer to it as the "MCAP family". MCAP is very aware of the importance of having fun and ensures there are employee activities, in all offices, throughout the year to promote these core values.. Staff get together to socialize and take part in different activities, and are encouraged to bring forth new ideas for fun activities. Examples of some fun activities include: decorating competitions, pot lucks, Wii Day, and Carnival Day.

Above and Beyond factors

Above all of the official policies, procedures and structures that make the MCAP's Customer Contact Centre operation a great place to work, employees enjoy each other's company and have a lot of fun. Above and Beyond refers to the little (or big) extras that differentiates the Customer Contact Centre from all the rest. Here is a list of some of those extras:

• Corporate citizenship – Habitat for Humanity
• Free coffee
• Ongoing investment in training and development
• Supportive culture – helps employees excel
• Staff truly believe in corporate values
• Staff are accountable and take ownership