“For customers who we’re trying to engage and who want to engage with us, we want them to be confident when they pick up that phone… until you're branded properly, you're just lost in the sea of phone numbers.”
We caught up with Joel Brewer, VP of Marketing at Mr. Cooper, one of the largest mortgage servicers in the US. The company, like many others, found the vast majority of its outbound calls were mistakenly being tagged as spam and even blocked. Distrusting the calls, customers just weren’t answering.
Mr. Cooper wanted customers and prospects to know and trust who was calling, whether it was about sales or servicing their existing accounts.
After implementing TransUnion® Caller Name Optimization (CNO) and Branded Call Display (BCD), spam mistagging dropped dramatically and answer rates went up.
Even more importantly, the company found its contact-to-transfer rates rose and stayed elevated. That translated to more happy customers and increased converted leads. Check out the video for the full story.
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