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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.
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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.
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