Key channels VCC Live supports
Email, social and more for SYKES and Huawei
Features to boost outbound activities
Fueling your outbound sales
VCC live for inbound contact centers
Transforming customer service for tbi bank
Selected integrations for VCC Live users
Handle calls without leaving Salesforce
Powerful BI for next-level sales
92% of calls within SLA
94% voicemail detection rate
2,000+ hours of active monthly talk time
92% of calls handled within SLA
Over 50% increase in efficiency
20% of workforce saved with automation
Higher efficiency and 30% more calls handled
Explore more
Check out our history
Agent efficiency directly impacts revenue in consumer lending. When agents spend less time switching between systems, searching for customer data, or handling repetitive administration, they can focus on guiding applicants, resolving borrower questions, and closing more deals instead.
Lending contact centers face unique efficiency challenges: application spikes during campaigns, complex verification steps, compliance requirements, and high expectations for fast responses can easily overwhelm teams without the right processes and technology in place.
Luckily, weâve gathered five practical ways consumer lenders can improve agent efficiency while maintaining strong customer experience and compliance.
Borrowers expect immediate, seamless communication regardless of channel. Applications may start via chat, continue via phone, and later shift to messaging platforms during repayment or collections interactions.
When conversations are handled in disconnected tools, agents lose time switching systems, repeating verification steps, and searching for context. This contributes to:
An omnichannel environment allows agents to manage voice, messaging, email, and chat interactions from a single interface while maintaining full conversation history. Combined with CRM integration, agents can deliver faster, more personalized interactions without additional manual effort.
AI chatbots further improve efficiency by:
In lending, efficiency is closely tied to repayment behavior. High delinquency and default rates often stem from delayed outreach, inconsistent follow-ups, and limited borrower accessibility.
Manual collections processes typically lead to:
AI-driven collections workflows address this by automating outreach across SMS, email, and voice while prioritizing high-risk borrowers for personal interaction.
Self-service payment capabilities and chatbot-assisted payment journeys further shorten resolution cycles, allowing borrowers to act immediately instead of waiting for agent availability.
Administrative tasks are unavoidable in lending, but they donât need to consume valuable agent time.
In many consumer lending teams, wrap-up work can quietly take up a significant portion of the day. Logging call outcomes, documenting borrower intent, sending follow-up emails, and updating internal systems are all necessary â but when handled manually, they slow agents down and create bottlenecks during busy periods.
AI and automation can dramatically reduce effort by helping with:
These capabilities are especially valuable when agents are handling high volumes of similar inquiries, such as application follow-ups, document reminders, or repayment clarification requests.
Instead of writing repetitive updates or manually summarizing calls, agents can move directly to the next interaction. This keeps momentum high throughout the day and prevents small administrative delays from accumulating into longer wait times for customers.
AI-powered quality management further improves efficiency by:
Efficiency improvements are not limited to automation; real-time AI assistance can significantly reduce hesitation and training dependency.
During complex conversations, AI guidance helps agents:
This shortens onboarding time, improves confidence, and reduces errors that could extend handling time or create compliance risks.
Want to learn more about using AI as a supervisor? Watch this on-demand webinar!
Lending contact centers frequently experience sudden volume increases driven by campaigns, seasonal borrowing demand, or repayment cycles.
Without flexible infrastructure, scaling often results in:
Cloud-based environments allow organizations to scale capacity quickly while maintaining operational visibility. Predictive dialing, automated outreach, and real-time workforce monitoring help teams manage higher volumes without proportional increases in headcount.
AI chatbots and automation also act as a buffer during spikes, absorbing repetitive inquiries while allowing agents to focus on sensitive or high-value interactions.
Itâs hard to imagine a lending operation that doesnât rely on metrics when it comes to decision-making.
AI-driven analytics and quality management provide visibility into:
This transforms performance monitoring from a reactive activity into a proactive process supporting both operational optimization and strategic planning.
With clearer insights, team leaders can prioritize high-impact improvements instead of relying on assumptions or incomplete feedback. This helps allocate resources more effectively while ensuring that critical borrower interactions receive the attention they require.
In consumer lending environments, agent efficiency directly influences:
Organizations that unify communication channels, automate repetitive tasks, and equip agents with real-time AI support can handle higher volumes while maintaining stronger operational control.
Platforms like VCC Live enable this by combining omnichannel communication, AI-assisted workflows, collections automation, chatbot support, and AI-powered quality management within a single operational environment.
Contact us to see how this could drive noticeable results in your lending business.
