Cenlar FSB, a leading mortgage loan servicing provider in the New Jersey area, has recently revamped the way their calling center works by implementing several telephony features offered by TeleVoice. TeleVoice has delivered customized telephony solutions since 1986, and is able to bring both Interactive Voice Response (IVR) and Computer Telephony Integration (CTI (News - Alert)) to the Cenlar FSB call centers.

The switch to a modern calling enter comes from Cenlar's wish to enable compliant borrower communications that meet the Consumer Financial Protection Bureau's mortgage servicing rules, but have the added effect of being able to handle a higher volume of calls without expanding call center personnel. This helps Cenlar retain both quality and efficiency in their call centers.

For example, IVR allows call centers to answer more customer questions without the assistance of a call center operator. Instead, the IVR will allow customers to ask questions and will interpret their verbal responses, meeting them with an appropriate response. Callers can still speak with a human operator if they so desire, but for many simple requests an IVR works just fine and some customers will even prefer it. This way, call center operators are responsible for a much lower volume of actual calls, and can focus on the more difficult questions customers have.

The CTI features offered also help operators manage calls on their desktop computers, as well as route calls more efficiently. CTI phone systems allow call centers to take more advanced metrics on their calls, in order to collect better call data and meet customer needs more efficiently.