Once in a lifetime week

Quick disclaimer I work in a non standard outbound call center. We work in mortgage servicing for home insurance. Our whole goal is to call your agent and get your renewal so you don’t get any forced placed insurance. We’re wholly separate from the inbound call center and we just call out. I’m also in a leadership position but I don’t really do a ton of escalation work (we get one a year or so) and mostly do a lot of odd and end work on top of coaching my staff. There’s one client only I can work and another check resolution job I do on top of admin stuff.

This week I’ve had more “once every few months” issues this week. Most issues we encounter can be “solved” on our end by getting the document or calling the borrower. Our normal coaching is explanatory and escalations. We’ve had a week of odd problems that involved a lot more coaching then most weeks:

1. One agent complaining about a manual faxing process that takes about a week to complete because we sent a fax out a day after we got the doc (to check this would be more time then it takes to send the clients entire batch)

2. The client coming back on a check request we sent because we needed a check sent to an address special one time when they wanted it sent to an address that doesn’t take payments and sent them back to us

3. An address discrepancy because the property had to be rotated 90 degrees which caused the address to change and per the escalation we can’t pay but a map check shows it’s the same property

4 An agent who got a fax with no escrow status on it and changed the billing without checking but then billed us for a quarter of the premium which we had to rectify

5 A borrower who wasn’t escrowed wrote one of my staff because their policy canceled due to non pay and they wanted to know what we were doing about it.

1. 4 different people having unrelated phone issues which is always fun to diagnose remotely.

Thanks to anyone who reads this I know this isn’t that much compared to a lot of stuff on this sub but to have all this in one week is very odd for my team because we normally even if we have issues don’t have ones this odd or overblown (most of the coaching is what happened or can we accept this)