Sitel has announced that a mortgage service organization has contracted for its customer care solutions to meet the rising demand in borrower requests for loan modifications, refinancing and new loans. Sitel has said that 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.
Under the federal Home Affordable Modification Program (HAMP), requests for mortgage modifications and refinancing are at an all time high and lenders are feeling pressure to do even more. Sitel’s turnkey contact center solution adds immediate capacity to assist lenders and servicers in handling both reactive customer queries, and the proactive outreach called for by the program.
Don Berryman, global chief sales and marketing officer, said: Sitel has a deep and rich history in the credit services market, particularly when it comes to the minutia of lender-borrower relationships. 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. 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.
Tennessee-based Sitel, a global Business Process Outsourcing (BPO) company, offers customer care and transaction processing needs through 60,000 associates in 27 countries.
