In conjunction with the host platform, CallWise, Intecom's award-winning call center solution, collectively supports over 100 representatives handling 2.5 million incoming calls annually. The IVR also has the capability to route calls to other loan organizations or locations if necessary. The main facility in Aurora also maintains an outbound center with 20 representatives who place more than 2.9 million calls per year to delinquent borrowers. They have been more than attentive to our needs. Their power dialing application automates outbound calls placed to borrowers.
Agents receive screen pops at their desktop simultaneously with the delivery of a phone call.
The screen identifies the borrower and details information specific to their account. Overall, the CTI applications improve the call center's efficiency with quicker agent response time, maximum agent usage, and increased customer satisfaction. Remote agents can easily log on to the call center server and perform all of the needed functions as if they were located in the main call center with complete access to and viewing of agent statistics and alerts. Inc. All Rights Reserved. May not be reproduced or used without permission.