Case Study | 31-Jan-2025
Driving Cost Efficiency and Service Excellence Through Scalable Offshore Operations
Transforming Mortgage Operations: Achieving 60% Cost Savings and Unmatched Operational Scalability
Elaborate on the Challenge
A leading mortgage services provider in the US faced the challenge of reducing operational costs while maintaining high-quality borrower communication and customer experience. Managing a complex voice process—encompassing both inbound and outbound calls—posed significant resource and efficiency constraints. To address this, the client needed a solution to seamlessly transition junior processing roles offshore to the Philippines without compromising service standards or operational effectiveness.
Objective Summary
To establish a cost-efficient offshore team that ensures high-quality borrower communication enables scalable operations, and upholds exceptional customer experiences.
Business Impact
60% Reduction in Operational costs
Improved NPS Score 64
100% Support coverage for all processes
The Solution
Optimizing Processes, Amplifying Outcomes
Moder crafted a tailored offshore solution to address the client’s operational challenges and cost-efficiency goals.
The initiative began with a pilot program of five skilled Junior Processors in the Philippines, designed to ensure seamless integration and measurable outcomes
Seamlessly transitioned complex inbound and outbound voice processes to an offshore team in the Philippines.
Adopted a phased rollout strategy, starting with outbound calls to ensure gradual integration.
Leveraged advanced digital voice assessment tools to select skilled processors and maintain high service standards.
Provided robust mortgage servicing training led by US-based trainers for operational readiness.
Maintained close collaboration with the client’s leadership to align goals and optimize processes.
Delivered exceptional borrower communication, enhanced service quality, and significant cost savings.
Established a scalable and sustainable offshore model for voice operations.
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