Scott Woolveridge, Operations Director at Lending Stream, had worked with EQ before joining Lending Stream, and was aware of their experience, great attitude and excellent approach to work.
Both businesses overcame the challenges of lockdown by using Zoom to recruit as well as train employees for the specific needs of Lending Stream. This was the first time either organisation had handled a project in this way. At the time of writing, employees are already handling email and chat operations and have recently started handling voice calls.
So far, the operations centre has recruited a suitable number of employees for the demand. There will also be flexibility as Lending Stream monitors demand and as customers’ lives begin to get back to business as usual. The focus for both companies is to continue handling customers in the best way possible.
Lending Stream were impressed by how quickly EQ moved to get up and running after collaborating together and were, and continue to be, appreciative of their positive and willing approach to working together throughout the process. EQ have been pragmatic and experienced in their field, regularly making sensible and helpful suggestions to improve the process and overall customer experience.
EQ has engaged well with Lending Stream, and relations at all levels of the organisation are cordial and highly collaborative. Both teams’ values are well aligned, which has made working together a very smooth journey.
Talking about the project, Scott said “EQ did a fantastic job in sourcing the right calibre candidates in a short period of time. They also made sure that the implementation of the home-working solution ran smoothly. They used a variety of knowledge-sharing and collaboration tools, such as Skype, Teams and Zoom, which helped us to work together to provide initial training. EQ then worked with their teams to embed the learning and have provided a good standard of ongoing support.”
Anthea Coulter, Account Director, EQHC, adds: “We were delighted to have been able to respond swiftly and provide Lending Stream with a great customer facing team. It was unchartered water for us both in terms of doing everything remotely, but thanks to our collaborative planning and the complimentary knowledge and experience from our team, everything was planned, resourced and ready within a short amount of time.”
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