Mortgage Servicer Gains 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.

Fill out the form below to download the full case study.