21 April 2020
Helping Organizations Prepare to Support Customers for the Paycheck Protection Program
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications from the new Paycheck Protection Program.
WHAT IS THE PPP?
The Paycheck Protection Program (PPP) is a loan program that originated from the Coronavirus Aid, Relief, and Economic Security (CARES) Act. The program emphasizes keeping workers on payroll, but it is also open to the nearly 26 million solo entrepreneurs in the U.S.
The program is intended to provide American small businesses with cash-flow assistance to cover payroll or wages for a determined amount of time.
BENEFITS AND RISKS FOR FINANCIAL SERVICES ORGANIZATIONS
Financial services organizations, banks, and lenders that can act quickly to help their customers apply for and receive the assistance offered through PPP stand to receive strong customer loyalty and longer-term good will. Those that are unprepared face client business failures, customer flight, media ire, and regulatory scrutiny. And as businesses and self-employed individuals scramble to find a loan provider, there are many opportunities for companies to position themselves to serve new customers.
IMPACT ON THE CONTACT CENTER
Many lender organizations have been struggling to keep up with normal customer contact volumes. Given those challenges, they may not be prepared to handle the significant influx of customer inquiries and applications associated with PPP. In addition, they may not have the necessary knowledge, training, processes, and technologies to meet the demands of PPP. And the media is reporting widely on the hurdles banks are facing to take part in the loan program.
PTP IS HERE TO HELP
This is an unprecedented period in our communities, our nation, and throughout the globe. This is the time for skills to be matched with needs. This is a moment for our company to offer unique value to people and organizations who are impacted.
We’re offering a free Readiness Assessment to any organization that is seeking outside consultation to manage the increased customer interaction volumes that have resulted from PPP. The goal is to help them maintain high levels of service by effectively meeting their customers’ needs, as well as be prepared to rebound and thrive once COVID restrictions are lifted. The new normal will be different, and we want to help prepare organizations to bounce back and to be stronger than ever.
The Readiness Assessment consists of two 2-hour video meeting sessions with key stakeholders. The meetings will enable us to evaluate and understand the current operating environment, including contact center technologies, internal processes, potential gaps in communication, and issues related to the impacted workforce.
At the end of the assessment, our experienced analysts and architects will deliver customized recommendations to:
- Connect front-office and back-office employees and processes,
- Manage customer and employee frustration,
- Balance volumes to improve wait times,
- Optimize the workforce,
- Provide remote workers with access to tools; and
- Understand customer and employee needs and expectations.
LEARN MORE AND SCHEDULE A FREE READINESS ASSESSMENT:
To get more detailed information, please contact us at:
Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver. In his downtime, Mark likes to thrash a bit on the drumkit and pretend he’s a rock star.
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