Large Mortgage Servicer Experienced Yearly Gains in Agent Performance from Quality Monitoring Improvements

The Collections Department at a large mortgage servicer experienced frequent complaints and high customer dissatisfaction. Customers provided feedback that Agents were harassing and inconsiderate during collection calls.
The Collections Department engaged Northridge to establish a monitoring program that focused on improving their Agents soft skills, particularly improving empathy, professionalism, listening and providing clear explanations.

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