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:
Secure PCI DSS compliant card payments
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.”
Want to find out more?
Contact us now to learn more about how Encoded can improve your business efficiency.
View Encoded Customer Case Studies
View Encoded Customer Case Studies to learn more about solutions that could benefit your organisation too.
Our clients include
Latest News
Read all our latest news articles on payment services
PCI DSS: the forgotten superhero
As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments.According to...
Encoded partners with cloud telephony provider Xelion
Xelion UK, the multi-award winning cloud telephony provider, can now provide integration with the Encoded Agent Assisted payment solution. Xelion users can integrate Encoded technology to securely take payments from their customers.Encoded is Level 1 Payment Card...
3 reasons why IVR Payments still matter
As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence.IVR or Interactive Voice Response, the automated...
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
Call Me Back
Enter your details below for a quick reply.
Everyone could learn from this story - How one CX team saved its company from crisis https://www.mycustomer.com/customer-experience/engagement/how-one-cx-team-saved-its-company-from-crisis#.Xylt64stawg.twitter