December 16, 2020 – I was talking to one of our customers in the mortgage industry this week who reminded me just how important the first touch point with a customer is.

She highlighted the turmoil in the mortgage industry the past few years, essentially undergoing one of the largest regulatory over-hauls in 40 years since the labor and wage turmoil. Large lenders are now subject to laws, rules and regulations in all the states they do business. This of course creates complexity for the lender but also for the consumer, with increasing stacks of paperwork required for submitting a loan.

Amidst this heavily regulated climate, exemplary customer service is critical, the end goal being to create a lender-for-life relationship, and it all starts with that first touch point.

If a customer is on hold for 10 minutes or pressing buttons to try to get on the line with a loan officer, the experience could lead to an abandoned call. Or if the call connects a customer looking for a Veteran Loan with a loan officer lacking product expertise, again the customer may lose confidence in doing business with your organization.

In any consumer industry, achieving call-back times of less than one minute and connecting incoming calls to the right customer service rep quickly is easier said than done, and requires sophisticated business rules and automation to help take the guess work out of the equation.

Leads360 and Dial-IQ intelligently routes calls based on attributes assigned to the customer service agent and the incoming lead to make sure when a customer is contacted by a loan officer it’s a good match. Leads360 and Dial-IQ together offer an intelligent way to handle leads with sophisticated skill-based routing, lead prioritization, lead nurturing, scripting and more built right into the system. To learn more visit www.leads360.com.

Tags: Lead Management