Case Study: Call Recording Options for Mortgage Broker
Client Objective: To record and archive telephone conversations with customers
Our customer has several mortgage advisors working in three offices and wanted an integrated telephone system to link the sites. They also wanted to record and save their telephone conversations with their customers
Challenges & Suggestions
The mortgage broker wanted to streamline communication between workers across three sites. With mortgage advisors in several locations, they needed them to be able to speak easily without additional costs to discuss customers’ requirements and collaborate on jobs. Dealing with complex property issues and a high volume of clients, they wanted to record and store phone call conversations for all customers. Call recording would enable them to monitor advisors’ performance and provide evidence in the event of a dispute or complaint.
Yestech set up a hosted switchboard and supplied a VoIP phone for each advisor. Advisors can answer incoming calls from any location, not just the branch the customer called. Our hosted switchboard service enables all calls and transfers between sites to be taken free of charge, so there is no additional cost to our client.
Our VoIP system has a built-in call recording feature. Conversations are securely stored as digital audio files indefinitely on our hosted servers. Business managers can access these call recordings online from any computer. They can listen back to any customer calls and monitor advisor responses. Plus, they can see call tracking data to ensure advisors are answering calls frequently and are not missing enquiries.
Outcome
The mortgage broker got the improved communication they were looking for between sites. Customers and staff were both able to benefit from the new phone system. Managers could utilise all the call recordings when needed and at no additional costs as an integrated feature of our service.
Phone Solutions for Professional Services
Our VoIP phone systems have various standard features that help professional service providers such as mortgage brokers, accounts, and lawyers make the most of their communication packages. Some features that your firm may find help include: