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TeleVoice, a provider of customized call center solutions, has implemented a customized Interactive Voice Response (IVR) solution at Texas-based 360 Mortgage Group, a privately-owned mortgage bank. The system, which is integrated with Black Knight’s MSP servicing system, allows customers to access their loan information effectively and efficiently.
“We believe TeleVoice’s IVR solution helps avoid the ‘I can’t get to a “live” person’ stigma of many call center systems,” said Norton Wells, vice president of 360 Mortgage. “Enabling customers to either access their loan information, or if needed, opt to talk with a customer representative is much more effective while also providing a better customer experience.”
With TeleVoice’s system, customers are given multiple options to authenticate, increasing self-service opportunities and reducing the number of calls transferred to agents. By using best practices in IVR script design and taking full advantage of the TeleVoice–Black Knight integration, 360 Mortgage can reduce the costs associated with higher staffing levels.
“We reviewed several alternative IVR products, but none had the mortgage servicing knowledge or connectivity that was critical to our decision,” Wells said.
360 Mortgage also selected TeleVoice because of its integration with the Black Knight MSP servicing system. Wells said 360 Mortgage was impressed with TeleVoice’s functionality to support customer authorization of ACH drafting of mortgage payments so that the service can be offered free of charge.
“It is important to us that our clients are able to offer the highest level of customer service possible, and that includes offering their customers loan information in the easiest possible way,” said Barry Hays, co-founder and senior vice president of TeleVoice. “The executives at 360 Mortgage realize that focusing on customer satisfaction will yield measurable improvements in call center efficiency. With a comprehensive focus on this important self-service channel, borrowers are better served and customer service representatives are freed up to focus on more complex borrower inquiries.”