Business process outsourcing (BPO) provider Sitel has been contracted by an undisclosed mortgage company to provide turnkey contact center services, Sitel reports. The company will leverage Sitel's solutions to meet the demand in borrower requests for loan modifications, refinancing and new loans.
Sitel says it is currently adding several hundred associates that, when fully ramped, will be able to handle approximately 450,000 inbound and outbound loan modification related calls per month.
"One of the primary challenges facing lenders is that modifications will not work for every type of borrower and they face a significant uphill battle when it comes to sifting through these customers," says Don Berryman, global sales chief and market officer for Sitel. "Sitel's certified agents can quickly isolate the key information required to determine a borrower's loan modification options and can effectively expedite the process."
Sitel's customer service offerings include a mix of automation technology and live agent interaction, including on-demand self-service tools and outbound notification.