Client Bulletin 11/22/21
Upgraded IVR to Enhance the Homeowner Experience
In October 2021, we began to reimagine our entire IVR response system with an eye toward enhancing homeowner service. The first part of the project, which focused on the greeting and authentication process, has now been completed.
Our next steps are focused on delivering a better overall caller experience via updated Text To Speech technology, new menu options and personable messaging. Once completed, callers will be able to enter information about themselves and obtain up-to-date account information. The IVR also will deliver updated messaging faster than ever before, such as when a natural disaster hits. These improvements will be rolled out through year-end and into 2022, as follows:
- Data burst delivery at call inception and main menu – Provides important information up front, including last/next payment details. Also simplifies main menu to capture call type and enhance call routing.
- Payoffs menu – Further enhancement of automated payoff processes will provide more self-service opportunities without speaking to an agent.
- Payment and taxes/insurance menus – Enhanced menu options to identify unique call situations, provide messaging and targeted call routing.
- Delinquent loans – Review of delinquent loan experience to identify opportunities for better call routing, expanded Loss Mitigation payment options, and additional messaging and tools to assist callers who have a hardship.
In the future, we also plan to increase response time by introducing chatbots into the IVR. The chatbots will route homeowners to the website or a live chat for a better, more-tailored service experience.
Thanksgiving Day Holiday Closure
In observance of the Thanksgiving Day holiday, Cenlar will be closed on Thursday, November 25, 2021. Any files received on Thursday, November 25 will be processed Friday night, November 26. Output will be available Monday, November 29, 2021.