The Contact Center Conundrum

The Positive Effects of a Specialized Contact Center on Borrower Experience

By Mark Stevens Consumer Behavior, Mortgage Finance

Contact centers are a critical delivery component of the customer experience. To support customer inquiries, mortgage servicers can utilize generic contact centers or specialized contact centers supporting specific borrower needs (e.g. property tax questions). One of the critical questions for mortgage servicers is whether they should utilize specialized contact centers such as the CoreLogic Contact Center.

What exactly are the potential benefits of utilizing a tax-specialized contact center for mortgage servicing?  Is there a way to compare results between servicers who utilize this service and servicers who do not?  These are questions typically asked by prospective contact center clients.  To support the response to this question, CoreLogic performed a comparative analysis of three groups of clients with different levels of contact center experience.

The time period considered for this analysis ranged from January to December 2017 for a group of 23 CoreLogic clients, all primary residential mortgage lenders with a national footprint.  Four clients, with approximately 6.3 million loans serviced, have utilized the CoreLogic contact center for five or more years.  Five clients, with approximately 3.1 million loans serviced, have utilized the CoreLogic contact center for less than five years.  The remaining 14 clients, with approximately 11.4 million loans serviced, have not utilized the CoreLogic contact center to date. 

Comparative task rates by Client groups

The key metric utilized for this study is the number of tasks generated and worked by the staff augmentation/outsourcing team on behalf of the client. These tasks are the result of customer inquiries which could not be resolved directly by the contact center and required a delayed resolution for the borrower. This study suggests that when the CoreLogic contact center is utilized task rates* are significantly lower than when it is not utilized.  Additionally, when the contact center has been utilized for a longer period (e.g. five years or greater), the task rates are even lower.  Specifically,

  • CoreLogic clients who have used our Specialized Contact Center for more than 5 years experience task volumes that represent approximately 2.21% of their active portfolios.
  • For CoreLogic clients who have been utilizing the Specialized Contact Center, that rate is 2.89%.  
  • For CoreLogic clients who are using a non-specialized Contact Center, the rate is 3.57%.

Another way to think about these rates is to ask how many loans a lender services for each research task.  CoreLogic clients who have utilized a contact center for five years or greater realized a rate of one research task per year for every 45 loans serviced.  CoreLogic clients who have utilized a contact center for less than five years realized a rate of one research task per year for every 35 loans serviced.  For the non-CoreLogic contact center group, however, that rate is approximately one research task per year for every 28 loans serviced.


*Task Rates – Tasks (2017) / Active Portfolio Size

Category

Group Rate

Loans Serviced per yearly task

Specialized Contact Center Used 5+ Years

2.21%

45.25

Specialized Contact Center Used Less than 5 Years

2.89%

34.60

No Specialized Contact Center Used

3.57%

28.01

 

The result of this analysis raises a key question. Are efficiencies achieved by having one group handle both the intake and processing of tasks?  The data across 20 million+ loans serviced suggests so. The rates from this study indicate that the group using the specialized contact center for five or more years may expect 1,360 fewer research tasks for every 100,000 loans serviced than the group not utilizing the specialized contact center. The lower task frequency is a direct result of a specialized contact center’s ability to help satisfy consumer requests at the time of the call. Overall, this type of specialization can help to drive consumer satisfaction and trust.

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