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A call center can be used to quickly contact leads that are generated from your own web site, as well as leads purchased from lead generators.

The call center should verify lead details, determine the quality of a prospective borrower according to the client’s criteria and then quickly live transfer leads that are qualified to the client’s sales team.

Every good lead that fails to live transfer due to poor, inefficient or improperly handled call-center practices is the equivalent of a lead that never received a telephone response.

While one may wish to pinch pennies on call center costs, it will likely come at the expense of good live transfer rates and conversion. Every good lead that fails to live transfer due to poor, inefficient or improperly handled call-center practices is the equivalent of a lead that never received a telephone response.

Professional Call Centers Designed for Internet Mortgage Leads

If you choose to use a call center to live transfer mortgage leads to your Loan Officers, make sure that the call center is staffed by professionally trained Internet Lead Response experts who will be using your custom script and qualification questions. Call Center operators should review each lead before dialing, understand the lead’s basic intent and know the desires of the lender to whom they will be live transferring good leads once they have passed all the initial screens.

These criteria cannot be met with off-shore call centers, automated dialer systems or generic call centers designed to handle inbound calls off radio, TV or direct mail. Internet leads need to be handled in a unique manner if you want them to convert to their full potential.

Live Transfer Methods

Live transfer rates can only be maximized when a call center has the ability to transfer qualified and interest prospects in a manner that can accommodate the specific structure of the client organization.

LeadQual’s Rapid Lead Response and Live Transfer Service is flexible enough to provide for multiple live transfer methods, which will allow you to maximize live transfer rates.

Direct Dial

When transferring live leads via direct dial, each Loan Officer has a dedicated, direct line. LeadQual agents can dial each individual Loan Officer in a pre-determined sequence, based on priority or geographic assignments. LeadQual can also dial and live transfer to Loan Officers on a round-robin basis, with equal weight given to each Loan Officer.

The advantage of Direct Dial is that you have full administrative access in your Lead Center and will be able to add or subtract Loan Officers from the LeadQual system, along with their specific geographic or priority weightings for receiving live transfers.

The downside is that if Loan Officers are busy and unable to take calls, LeadQual may need to cycle through multiple numbers until an available Live Transferee is found. The patience of a good lead will eventually wear out and if too many numbers have to be dialed to find a Loan Officer, the risk of droppped calls rise. Of course, with LeadQual’s comprehensive reporting, you will actually be able to identify if and when this is happening, and it will allow you to improve staffing efficiency.

Hunt Group

If you have a hunt group system established, where your internal system can hunt down and dial the first available Loan Officer, you may increase the speed with which a live transfer gets to an available Loan Officer.

LeadQual agents would dial your one provided number and your system will find the Loan Officer who will get the transfer. You can still add your Loan Officers into your LeadQual Lead Center, along with their phone and email addresses.

When a live transfer is completed, even through a hunt group, LeadQual will be able to assign the lead to Loan Officer that received the transfer. This can then properly mark the lead in your Lead Management System with a post-back from LeadQual, and will also provide your Loan Officer with access to LeadQual call center notes on the lead in our lead assignment email alerts.

When LeadQual dials a single hunt group or manual conference number, priority weightings or geographic assignements applied to each Loan Officer entry in the LeadQual Lead Center will not apply, but your system may have its own call distribution prioritization already built in.

LQ Messenger

LeadQual’s patent-pending LeadQual Messenger application is a powerful way to maximize the number of contacted and qualified leads who are successfully passed to your Loan Officers with a warm hand-off. The system was built with one purpose: Increase the speed and frequency of successful live transfers.

Next, we will take a more in depth look at LQ Messenger, its use and how how it can improve Live Transfer rates for call center clients.