The system, which is integrated with Black Knight's mortgage servicing platform, 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,’ says Norton Wells, vice president of 360 Mortgage, in a release. ‘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 will be able to 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 adds.