Convergys Unveils Mod Call Center Tools

Cincinnati-based ""Convergys Corporation"":http://www.convergys.com has announced the immediate availability of its new ""Convergys Loan Modification Solutions"":http://www.convergys.com/loanmod. The company says these solutions leverage live agent assistance; outbound communications via voice, email, or text; and analytics to encourage loan retention and help servicers respond to increasing consumer demand.
Developed for financial services institutions, mortgage companies, and government organizations, these companies can tailor the Convergys solutions for their specific business needs and timelines. The offering can include customer contact agents to handle large volumes of inquiries and eligibility data collection for government home retention programs.
IVR/voice portal with speech automation can answer basic inbound inquiries, as well as provide proactive outbound notifications to eligible homeowners. Preventative counseling and early treatment are also available, as well as accounts receivable and collections at licensed sites.
Andrea Ayers, president of customer management for Convergys, says mortgage companies and financial institutions today need tools that are specifically designed to help them manage incredible call volumes and requests from homeowners. ""Convergys Loan Modification Solutions give mortgage providers a single source for the tools they need to meet their primary objective - increasing retention by proactively managing the experience to optimize customer value over the life of the account,"" Ayers said.
According to Convergys, with its new loan mod solutions, not only can mortgage providers increase customer satisfaction and retain their lending/servicing relationships, but they will also realize rapid scaling of operations and reduced service costs.
Convergys Loan Modification Solutions are available as individual products or as a full suite that includes contact center agent services, on-demand self-service, outbound notification capability, and analytics.