Convergys has launched a new solution, which is targeted at mortgage service providers to address the heavy customer demand for refinancing.
The company said that the new solutions include skilled contact centre agent services, on-demand self-service automation from Convergys On-Demand Speech, outbound notifications for communications to customers and analytics to aid with routing and measurement of customer satisfaction.
The company claims that the new solution enables proactive outbound communications via voice, e-mail, or text and analytics to support loan retention and new lending. The new solution is available as a suite or as individual services.
Andrea Ayers, president of Customer Management at Convergys, said: “Mortgage companies and financial services institutions are faced with managing this incredible volume of requests. They require tools that are specifically designed to help them manage the call volume while still driving a superior customer experience.
“Convergys Loan Modification solutions give mortgage providers a single source for the tools they need to meet their primary objective – increasing retention by proactively managing the experience to optimise customer value over the life of the account.”
