A mortgage start up markets and sells direct to consumer. Recently, their missed call rate has...

A mortgage start up markets and sells direct to consumer. Recently, their missed call rate has increased, resulting in lower conversion. Analyze the existing flow (diagram below) and make a recommendation

Inbound customer call -----> Customer Concierge -------> if missed, transferred to -------> Call Desk

Things to consider:

This question was deliberately phrased to be broad to enable a variety of potential
responses. Key is to pick one response and support it well

Expert Solution

The mortgage startup markets and sells direct to customers. Hence customer interaction is quite critical for the company and must be treated with utmost care. However with the current flow diagram, when a customer calls the company, the call is directed to the customer concierge. If the concierge is busy and misses to answer the customer call, the customer call gets directed to call desk. This is leading to increased missed call rate and thereby lower sales conversion rate of the company.

As the customer call is so critical, the company needs to come up with better interventions to handle the same. Instead of directing the missed call to the call desk, a FCFS queue can be maintained where the customers are kept on hold till a concierge gets free. Once the concierge gets free, he will attend to the customer who has been waiting in the system for the longest time, i.e. he had arrived first in the waiting queue and so on. Moreover the company needs to increase the number of customer concierges so that more number of customers can be addressed by the company, thereby facilitating the conversion rate. the concierges must be trained comprehensively to attend and engage the customer in the most effective way. This way, the problem of high missed call rate as well as the low conversion rate of the company can be addressed.

keosha answered 2 months ago

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A mortgage start up markets and sells direct to consumer. Recently, their missed call rate has...

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