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


“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.”

Fliss Dale,

Director of Collections and Recovery at Exact