Mortgage Lender

improves voice performance and productivity with better connections

Solution
Carrier
Tech Partner
Business
Product
Connect
Industry
Financial
Call type
Customer service
52%

more customers reached

24%

increase in answer rate

0%

spam reports in 161K calls

"The spam reports we were getting before Hiya were causing great frustration with our employees. Now we can reach many more customers on the first try."
Call Center Operations

Background

With over $16B in loans financed last year across the U.S., this large mortgage lender knows how important integrity is to a financial business.

Competition is fierce in mortgage lending so getting to customers quickly and gaining their trust are crucial to success in this industry.

1.

Problem

This mortgage lender was struggling to meet their high levels of expectation for service delivery because of degraded call performance.

Customers were ignoring their unidentified calls. While their bottom line was decreasing, their employees’ frustration levels were on the rise. They are proud of their top rating as a US employer and value their integrity not only with customers but with their 3,000 employees as well. Yet, their staff felt like they were spinning their wheels by having to make multiple calls just to get in touch with their customers.

2.

Solution

In their first five months with Hiya Connect, they’ve dramatically improved performance.

They've improved their agents' productivity and satisfaction, while substantially decreasing spam reports. Hiya Connect Branded Call helps them reach more customers on the first try with branded identity and call reason prominently displayed.

3.

Ready for your new Voice Performance Strategy?

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