The client is a licensed Mortgage lender known to offer and underwrite home loans at the best rates by prioritizing their customers' needs.
The Client was looking for an outsourcing partner who would be able to set up appointments for customers looking for a loan or other mother mortgage services with their in-house team of loan officers.
The client was looking for a scalable outsourcing partner who could deliver a solution at the most competitive rates. The client wanted to start with an initial headcount of 20 FTEs and was already in talks with other service providers. He wanted the project to be deployed within 5 business days, which would include hiring, onboarding, transition, training, and IT & systems setup. To add to it, the client wanted Flatworld replicating the client's telephony platform. The aggressive TAT was not feasible from the long-term standpoint owing to huge developmental costs & recurring expenses and the risk of coming up with a quick fix.
As a solution, FWS proposed to use the client's dialing system which was equipped with automated DID shuffling technology, customizable velocity of dial ratio, and accurate voicemail detection and agreed to reimburse the VOIP costs incurred. Flatworld took the onus upon them to showcase the ROI to the client by deploying tenured resources who were able to meet the client's expectations of 10 SPDs from the onset. To augment the support structure, Flatworld also provided the client with project management, performance management, QA, & reporting functionality at no extra cost.
The client is extremely satisfied with the results. The team grew from an initial headcount of 20 FTEs to 40 FTES. The client aims to stabilize & optimize the process and scale up more eventually. He was confident of Flatworld's capabilities in ensuring quality at every step to the point that he recently referred one of his friends who runs an identical business model. Flatworld was able to onboard the new contact as well and remains committed to achieving new gold standards of service excellence with the project.
Flatworld is the preferred when it comes to appointment setting and lead generation services. We have 19 years of experience in providing a gamut of call center services , including appointment setting and lead generation services, and dominate the sphere in local and international areas. If you have a requirement like our client looking for help to set up appointments with warm leads, we can fill the void so you can focus more on your core competencies.
If you have a requirement for appointment setting services, reach out to us and we'll get in touch and help you get started.
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