Hosted Contact Center Featured Article

Mortgage Companies Can Benefit from the Hosted Contact Center Model

July 16, 2007

By Susan J. Campbell,
TMCnet Contributing Editor

Over the past several years, the opportunities in the housing market have sparked significant opportunities for the mortgage industry. As more and more consumers were seeking to finance a new home, secure a line of credit on their home equity or simply consolidate debt into one lower payment, the demand continued to increase for mortgage companies offering their services to these consumers.

Several successful mortgage companies have grown to several hundred, if not thousand, agents that handle customer calls on a daily basis. To handle such volume, these companies often turn to hosted contact center solutions. In such a scenario, the mortgage company can focus its efforts on addressing the needs and demands of the consumer base while the hosted contact center provider manages the activities of the contact center.

Such a hosted contact center scenario is not limited to just large companies, however. Mortgage companies with only a few agents or loan consultants can also benefit from the hosted contact center model. These smaller companies are especially in a position to seek a hosted contact center scenario as their capital budgets generally do not provide for separate contact center operations, making the smaller financial commitment of the hosted model that much more appealing.

With the hosted contact center model, mortgage companies can have access to the latest in contact center technology, without the added price tag. Technologies such as Voice over Internet Protocol (VoIP), interactive voice response (IVR) and others are provided to the organization, while the service provider monitors and manages the performance of these technologies.

This arrangement results in reduced infrastructure costs and IT needs, while also helping to drive lead generation and revenues. Comprehensive contact center technology can allow organizations of all sizes to accelerate the rate at which they are able to contact new leads, while efficiently routing calls to the appropriate agent.

The reality in the mortgage industry is that it is extremely competitive and each organization is fighting to stand out against its competitors to become the mortgage provider of choice. To do so, these companies often follow a customer-centric strategy in order to build strong, long-term relationships with their clients.

By implementing a hosted contact center solution, the mortgage company can focus its efforts on providing the customer with the best possible service, leaving the technical aspects of managing calls to the contact center service provider. The mortgage company can realize the benefits of the contact center, without the burden of high capital cost or management.

No matter the size of the mortgage company, each one seeks to build value in the relationship with the customer and effectively call handling contributes greatly to the satisfaction of the customer.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.