Mortgage User Experience & Support
Achieve new levels of customer service as cost-effectively as possible with our call center services. This includes interacting with your customers via phone, email, fax, chat, and social media.
By providing inbound skill-based routing, your customers will be matched to the appropriately skilled agent for their needs. Our call center services also include predictive and power dialing, blended universal servicing and interactive voice response (IVR).
Knowledge Transfer & Training Approach
Our overall goal is to replicate and elevate your customer outcomes. We utilize two dedicated trainers and all material is jointly developed with our clients. We also conduct "side-by-side" training with seasoned agents.
Quality Assurance Program
We monitor all agents on a regular basis, including daily for new hires. We provide real-time feedback and coaching with our agents in a manner that is collaborative with our clients and measure subsequent improvement and proactively correct any issues.
Measured Performance Metrics
We monitor the following performance metrics and key performance indicators (KPIs):
- Average handle time (AHT)
- Abandon rate (AR)
- First call resolution (FCR)
- Average speed of answer (ASA)