We kicked off Cenlar National Customer Month with the theme: team service. When we think of team, the first thing that comes to mind is sports. We all have our favorites who we root for and so do I… this team at Cenlar.
As we close out October, I want to thank the team on the frontline for their unwavering commitment to caring and supporting our homeowners each and every day. You are valued and your hard work is recognized all year. Every day is game day for you.
Every interaction matters and factors into how a homeowner walks away from a conversation. Our team makes the homeowner experience more personalized and proactive. We anticipate their needs by both assisting them and making them aware of what they need to know.
Today, the mortgage customer is savvy. Homeowners, rightly so, expect us to be available quickly when they need us. And, we know how to meet the homeowners’ expectations by not only resolving their queries, but by giving them other options to communicate with us whenever and however they want – whether that’s through the web site, mobile app or our bots. Our team on the frontline always keeps the homeowner in mind, and I commend them all for their dedication to delivering the best homeowner experience.
I am proud to say that Cenlar has consistently outperformed the industry standard for Average Speed of Answer (ASA). To date, we have been well under the GSE standard at 46 seconds per call.
Our commitment to providing top-notch service is apparent in our customer satisfaction survey scores. For the past several months, the post-call survey results that measure representatives’ professionalism, knowledge and resourcefulness are trending at all-time highs.
When I think about the key items that makes a contact center successful, our team meets all the criteria. They have a strong understanding of our homeowners’ needs, their interactions are always personalized and proactive. And, most of all, they are always exceptionally knowledgeable and empathetic.
Team, you are the core of Cenlar and your contributions are very much appreciated.