At the Mortgage Bankers Association Annual Conference and Expo. TeleVoice, which develops and implements customized call center solutions, has launched TelePath, a desktop tool for contact center agents that increases customer service efficiency and delivers significant improvements in the customer experience.

For mortgage servicers, TelePath provides a customer service representative a wealth of caller-specific data the moment the call is received. With this additional intelligence, the representative is better able to anticipate the caller’s needs and mood and can then provide a higher level of service.

“Delivering a premier custom experience has a direct impact on a servicer’s reputation, driving everything from referrals to refinances. The converse is equally true,” said Barry Hays, senior vice president of TeleVoice. “We understand that the industry needs effective tools to provide stellar service and that drives our development plan.”

Among the critical data provided by TelePath are:

  • Who is calling (identifies the borrower or co-borrower)
  • How long the borrower has been on hold in the queue (The caller may be impatient if hold time is excessive.)
  • Why the IVR application transferred the call (caller had trouble completing a one-time draft, caller is 45 days delinquent, etc.)
  • What cross-selling messages should be presented to the caller
  • Other helpful data pulled from the borrower’s account information

When calls must be transferred from a representative to a different representative or queue, TelePath can display a “heads-up” message to the representative receiving the transferred call. The message, entered by the sending representative, can include helpful information about the caller’s issue. Heads-up messaging reduces the need for time-consuming warm transfers and ensures better service levels through the life of the call.

The caller data from TelePath is instantly presented to the representative when the call arrives. At the same time, TelePath “pops” the appropriate screen from the system of record, populated with the borrower’s account information.

About TeleVoice

Established in 1986, TeleVoice delivers customized telephony solutions, including Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) to the financial services industry. Based in Houston, the company currently serves some of the largest financial institutions including SunTrust, RBS Citizens, OneWest, and EverBank, helping them to more efficiently and cost-effectively manage their customer service communication channels while maintaining full compliance with key industry mandates like TCPA and Single Point of Contact.

For TeleVoiceCharlyne H. McWilliams, 301-933-5567 (o)301-466-3866 (c)charlyne@williammills.com