The word of the month here at Equiant is growth. This July we have officially grown into our new office space in Chandler, AZ. We celebrated all week long with food trucks and an ice cream truck on Friday to wrap up the week. We are confident this new office will provide us with the necessary space to continue growing, as well as create an excellent working environment to provide our clients with the best experience possible.
Creating a delightful client experience starts at Equiant’s core with our president Frank Morrisroe. When guiding the Equiant team, Frank believes in setting goals. One of the main goals he has set in regard to the clients overall experience is building and maintaining lasting relationships. He believes in exceeding client expectations and also empathizing with clients.
Frank surrounds himself with people who are good at what they do, and are trustworthy & caring. He sincerely cares for the entire Equiant family and encourages open communication among the team. He believes a strong company culture is crucial to the success of a company.
An inspirational quote Frank bases his leadership style from: “Leadership is the ability to establish standards and manage a creative climate where people are self-motivated toward the mastery of long term constructive goals, in a participatory environment of mutual respect, compatible with personal values.” -Mike Vance
From Frank’s Desk
The Equiant family would like to extend its deepest condolences to the Perot family. Frank had these words to say about Ross Perot: “I had the honor and privilege of meeting and interviewing to work for Mr. Perot. Meeting Mr. Perot was a life changing experience for me. I had the unique experience to actually meet the man one on one with no one around. His statement to me “Son, we hire people who’ve been successful since birth” will always be engraved in my heart. He said “everyone has challenges, it’s what you do when you experience these challenges, that build your character”… I will always be astounded at how much time he spent with me; he didn’t have to, he wanted to… God Bless you Ross Perot and God Bless America who loved you as much as you loved America…” – Frank A. Morrisroe
Growth continues to be a key word used frequently within the Equiant community, especially within the contact center. In March of 2017 the contact center had approximately seven agents. Fast forward to July of 2019 and the contact center now has a total of 27 agents, which is a growth percentage of 285%. This growth would not be possible without Equiant’s outstanding team of talent and innovative technological efficiencies. The Contact Center is led by Wade Burns; Director of the Contact Center. Wade believes in being grounded in procedures and policies, a robust quality assurance program, new hire and ongoing training, and compliance. Wade retains his team by creating an uplifting and positive culture. He trusts his team and holds them accountable. Wade believes open communication is critical to his teams success and enjoys being out on floor, leading by example.
Wade acknowledges that efficiency is extremely important. Because of this, Wade implemented the most innovative and up to date technology within the contact center. Equiant partnered and with NICE by inContact to integrate their industry leading call center management tool into Equiant’s loan servicing platform. With this partnership Equiant created eqConnect. The solution brings the ability to fully integrate clients call management tools into Equiant’s Client Central platform. eqConnect helps solves common pain points such as long hold times, dissatisfied customers, low service levels, high abandoned rates, incomplete campaigns, and many more. Some of eqConnect’s efficiencies include increased productivity, an easy to manage call center, and handling more calls with fewer agents. Please reach out to Ericka Schwarm at firstname.lastname@example.org to learn more about eqConnect and pricing.
Assorted minor bug fixes to help ensure a smoother client experience
Extreme Weather Preparedness
With hurricane and monsoon seasons upon us, nothing is more important than your safety and well-being during times of extreme weather. Develop an action plan now before you may need to cut back on regular business operations during times of extreme weather. The following are some of Equiant’s tips on how to prepare before and after extreme weather occurs.
Make sure all point of contact information for your business is accurate and up to date
Plan ahead for preparing and submitting all cash/non-cash transaction data as early as possible
Test remote access to ensure that you can connect to Client Central and additional off site networks
Alert your Strategic Account Manager and other contacts that you have regained availability
Reach out to your Strategic Account Manager and other contacts with any additional questions or concerns
Please know that as your trusted partner Equiant will do all that is needed to ensure all client and consumer pending requests will be tracked and managed with the utmost care.
Each blog post will feature a member of our fantastic Equiant talent to spotlight their role with Equiant and how they specifically create an outstanding client experience.
Name/Department: Mitch Monsegur/Software Development
How does your function support Equiant’s day to day operations? I build systems people work with, upgrade systems, and make system adjustments for clients.
How do you support Equiant’s clients day to day? Assist client relations with new clients, requests, and upgrades in the system.
Do you work with any other Equiant departments? All other departments because everything goes through the system.
Your Favorite memory at Equiant to date? When new clients come aboard, creating new products, when clients give good feedback, and helping others.
Events in Chandler, AZ 07/19 – 07/21