Study after study concludes that even in today’s digital age, consumers want the ability to talk to a live representative. An Ernst & Young survey revealed that while 82% of bank consumers go online first to research a product and 59% need to speak to someone to get advice or take up a new banking product.
When a customer needs help during the loan process—before, during, or after—having live representatives to help your borrowers is paramount. Unfortunately, employing in-house staff to handle calls efficiently and effectively increases your expenses and affects your bottom line. Outsourcing some or all of your call center needs is a reasonable option than can save your institution time and energy without sacrificing quality.