Case Study: Mr. Cooper achieves 50% FCR improvement and world-class call center performance with SQM Group's coaching program

Mr. Cooper - Agent Coaching Best Practice

Mr. Cooper, a top U.S. mortgage servicer with a servicing portfolio over $400 billion and more than 2.4 million customers, needed a scalable, consistent coaching program to support rapid growth and high numbers of new hires and to improve first-call resolution (FCR). They partnered with SQM Group, leveraging SQM surveys and FCR measurement/certification as the performance benchmark for their quality program.

Using SQM Group’s FCR measurement and feedback, Mr. Cooper implemented a disciplined coach-the-coach approach—weekly 1:1 coaching, routine call-listening sessions led by senior leaders, a Coaching Tracker, performance scorecards, targeted training, and a “Calls of Fame” library. The results: nearly 50% improvement in FCR over seven years, year-over-year FCR gains since 2013, a move from fourth- to first-quartile FCR performance by 2019, and several call centers certified by SQM Group as world-class (FCR ≥ 80%), along with multiple SQM awards.

Mr. Cooper