To stay ahead in a fast-paced, competitive industry, every mortgage professional must ensure that their business is backed with effective call center software for mortgage companies
A small company call center software for mortgage brokers enables industry-specific application and customization, making it dependable when converting mortgage loan applicants and creating customer satisfaction.
Choosing to purchase a property and obtain a loan is often one of the most important decisions a person can make.
They want assurance that their broker or lender will provide the most excellent service and understanding as they place their assets in their hands. A speedy, responsive, and intuitive system goes a long way toward building this perception.
3 Call Center Software Features Mortgage Companies Require
Call center software for small businesses is no longer a luxury in most sectors. It is required. This is particularly true for mortgage brokers, loan officers, and lenders.
With interest rates rising and fewer properties on the market, mortgage providers are under complication.
A smaller pool of homebuyers implies a more competitive market and more effort for lenders to stand out. Homebuyers have many alternatives, and you want them to select you.
Today, a substantial amount of the mortgage-selling process takes place over the phone, and the customer’s experience influences whether or not they choose you for their loan. Here are three call center products that will help you streamline this procedure.
Integration of Software
In this sector, what begins as an exploratory or informational contact can soon morph into a sales call that needs you to enter customer information, look up rates, calculate payments, and other similar tasks.
Linking these tools and databases with your dialing software is critical for minimizing call downtime.
As an agent, you don’t want to switch between websites, CRM software, sales pages, and other resources; you want to access them all from within the dialer.
This will expedite the call and create trust in the consumer, which is critical when standing out from other mortgage lenders.
Easy Call Transfer
Everyone on the phone may not be fully trained to provide interest rates, pre-qualifications, or do credit checks for major organizations or those who outsource contact centers.
If such is the case, and clients choose to proceed to those stages over the phone, agents must be able to transfer them to someone who can handle those matters.
Customers typically speak with many mortgage firms simultaneously, and anything as easy as needing to call them back and finish the process later might jeopardize your chances of closing the transaction.
Compliance Instruments
Because mortgage consumers browse around, keeping visible and top-of-mind as a viable choice can go a long way toward winning a transaction.
However, you don’t want to be phoning, texting, or e-mailing so frequently that you start violating state or federal rules on when you can call clients or risk being classified as spam.
A dialer integrated with these compliance rules will guarantee that you do not cross this line while increasing your chances of getting picked
What Can Call Center Software Do for Mortgage Professionals?
A mortgage loan call center software’s essential functions include automation, regulatory compliance, referral management, and mortgage event notifications.
Having all these features in call center software for mortgage loan officers puts all customer information in one centralized spot, allowing for more efficient contact management.
Automation
Having the ability to automate means that you will spend less time manually inputting marketing, sales, and contact information into the system.
Furthermore, automation reduces the time required for communication and follow-up. This gives lenders and brokers more time to meet with clients and build connections.
Pipeline Administration
Pipeline connectivity lets lenders and brokers view loan reports, track loans, and view status values in their loan origination software (LOS). This keeps all contact information and loan details in one location.
Referral Administration
The lender and broker sector is primarily reliant on recommendations. When a dependable referral campaign is in place, such as a drip marketing campaign that can be begun and organized by mortgage call center software, referrals become simpler.
Notifications of Mortgage Events
A mortgage call center software package contains an appointment calendar that lenders and brokers may use to remind them of important events with notes and notifications. They provide essential information and warnings about rising yearly fees and upfront mortgage insurance rates.
Regulation Adherence
Lenders and brokers must remain current on housing sector rules and compliance upgrades, mainly when their clients rely on them for up-to-date information and how their interest rates may be affected.
A module in mortgage call center software may be built to guarantee brokers and lenders comply with the Federal Housing Administration (FHA).
Best Call Center Software for Mortgage
Hubspot
Hubspot Service Hub is designed specifically for this purpose. It includes a free version you can try without entering your credit card information, so if your company is still tiny, this might be a nice alternative for you. This free edition includes primary ticketing, live chat, and a reporting dashboard.
Contact Center RingCenter
There are four RingCentral Contact Center plans: Essentials, Standard, Premium, and Ultimate. The Essentials package is standard call center software. However, it includes IVR capabilities, which the lower-tier plans often do not. The Standard package includes omnichannel functionality and enhanced voice recording, while the two most costly subscriptions include call center team management functions.
Five9
Five9 provides call center solutions for enterprises of all sizes, especially suited for more prominent companies with significant call volumes.
Its virtual agent technology can also handle specific client calls, so you may not need to recruit as many natural agents during peak call volume.
Five9 is add-on-based, so you may choose the add-ons you want for your call center software. Omnichannel support, virtual agents, a performance dashboard, gamification, IVR, and other features are available as add-ons.
Aircall
Aircall’s Power Dialer is a powerful automatic dialer that may save your sales team hours of valuable time by phoning from your leads list automatically.
If you have web address information but no phone number information for prospective clients, the Power Dialer can crawl their websites for phone numbers, integrate this information into your CRM, and dial any numbers it discovers.
Takeaways
Call center software suppliers frequently provide several plans or pricing levels, each with its own set of features and functions. However, selecting which software and specific package is appropriate for your organization may be simple if you know exactly what you want.
Before committing to a particular provider, list the features you require, those that would be good to have but aren’t necessary, and those that you don’t care about.
