Exact Mortgages – Case study

Exact Mortgage Experts improves productivity and enhances customer experience using Encoded

Exact Mortgage Experts (Exact) aim is to provide a one stop solution for Asset Traders, while providing Mortgage Servicing and Asset Management for Banks and Building Societies. The company’s mortgage specialists provide customers with credit and bespoke services tailored to meet today’s fluctuating mortgage market.

During 2013, the company deployed an interactive voice response (IVR) automated payment solution from Encoded to support its busy contact centre. Every caller now has the option to make a payment by speaking directly to an agent for more complex queries or via the new self-service automated payment solution. The automation provided by Encoded enables Exact to smooth out peaks and troughs in call volumes.

Encoded is linked to Exact’s internal arrears IT system enabling agents to see a payment on the system within moments of it having been made. Encoded is PCI compliant therefore offering Exact’s customers the highest levels of security to protect their data during self-service financial transactions.

Products Used:

R

Secure PCI DSS compliant card payments

R

Interactive Voice Response

Fliss Dale,
Director of Collections and Recovery at Exact

“The implementation of Encoded has been a fantastic success. Our borrowers can make payments 24 hours a day, 365 days a year at their convenience, dramatically enhancing the overall customer experience. What is more, we have saved around 46 agent hours every month based on our current call volumes, an improvement that has vastly boosted our productivity.”

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“Encoded is a dream to work with. They are efficient, reliable and totally professional with highly flexible technology to match. Always open to new ideas, they truly listen to what we want and go the extra mile to achieve it. That’s what makes them different and sets them apart from the competition.”

- Head of Customer Contact, Park Group.

“The people at Encoded blended well with our own team and understood our culture perfectly. They appreciated our requirement for a user-friendly solution that reflected Virgin’s own unique sense of style.”

- Operations Analyst, Virgin Holidays.

“Encoded has enabled us to build a truly round-the-clock operation without the need to increase our customer service headcount. To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%.”

- Managing Director, Green Star Energy.

About Encoded

Encoded is a leading PCI DSS compliant provider of secure interactive voice response payment solutions. Encoded’s products are designed to fulfil three key objectives; Reduce costs by automated business processes, Increase sales by offering new fulfilment channels, Improve customer service by maximising resource efficiency.

Contact Encoded

Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
Gatwick
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

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3 Reasons Why IVR Payments Still Matter in Contact Centres - https://contact-centres.com/3-reasons-why-ivr-payments-still-matter-in-contact-centres/

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