COVID-19 created lockdowns, business closures and a need for an additional round of government stimulus and relief, which has been a lifeline for small and midsize business (SMB) owners.

This checklist helps banks and lenders tasked with facilitating the third round of the Paycheck Protection Program (PPP) successfully manage:

• High call volume and call handling times

• Long wait times

• First-time issue resolution

• Proactive caller outreach, and more