TeleVoice Launches TelePath to Give Call Agents More Information
October 24 2016 - 10:15AM
Business Wire
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.
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For TeleVoiceCharlyne H. McWilliams, 301-933-5567
(o)301-466-3866 (c)charlyne@williammills.com