ABN Amro Mortgage Group has implemented NetByTel's self-service voice technology within its US National Lending Center (NLC) to streamline calls from customers wishing to refinance existing mortgages.
The NetByTel loan capture application enables customers to submit their current loan number or social security number over the phone, receive an instant mortgage savings calculation within 30 seconds, and then use the self-service voice response system to begin the refinancing process, all through an automated system.
The bank says the NetByTel system has more than doubled the productivity of its mortgage consultants by sorting out customers who can benefit from a mortgage refinance.
Garth Graham, first vice president, customer acquisition and relationship management at AAMG's NLC, says: "We needed a way to better manage the tremendous spike in our call volume without compromising the quality of service that our customers expect from us. If we can't handle their calls instantly and give them an answer right away, we risk losing their business."
He continues: "NetByTel's hosted voice application was a logical choice both from a business standpoint, because of its rapid deployment capability and pay-per-call taken pricing, and from a customer perspective, because they will never spend time on hold and will get immediate feedback to their questions."