Case Study

How 1300HOMELOAN integrated Record Retrieve services to revolutionise their inbound calling

BACKGROUND

1300HOMELOAN is a leading marketing business that supports the leading mortgage brokers in Australia. 1300HOMELOAN receives an enormous number of calls from new and existing customers via their  “1300HOMELOAN” phoneword number and they needed a solution that would automatically route calls to the most appropriate representative. The solution had to be “best in class” for caller experience, reliable, effective, personable and, most importantly, scalable to support the companies growing national footprint.

As part of the solution, 1300HOMELOAN needed to be able to:

  • Individually bill each rep for calls passed on through the 1300 HOMELOAN number
  • Manage the relationship between regions (postcodes) and representatives
  • Provide key reporting and statistics
  • Provide an overflow support service i.e. live operator

SOLUTION

Record Retrieve provided 1300HOMELOAN with a comprehensive solution to meet all the above requirements, adapting its popular Smart Connect service with only minor customisations to meet the specific needs of the business. Smart Connect intelligently routes existing clients to their broker based on their previous experience. New clients are routed through a dynamic IVR that connects them with the most appropriate broker using patent protected postcode routing technology. 1300HOMELOAN clients only have to remember the 1300HOMELOAN phoneword, knowing that they will always be connected to their own personal broker.

Smart Connect will route the call to all answering points entered by the broker (such as their mobile, home and office lines or an answering service). The first device to answer will be connected to the call. When answering, the broker will hear a discreet whisper (not heard by the customer) advising them that the call is from a 1300HOMELOAN customer.

All calls are recorded automatically, allowing the broker to retrieve, replay and review each call at their convenience.

In an Australian first, 1300HOMELOAN partnered with Record Retrieve to develop a unique system which makes call recordings automatically available to brokers without the need for any special equipment or computer software. Once a call is recorded, a link is sent securely via email to both the broker and the client enabling them to listen to the call online, providing a permanent record of their discussion.

The web-based ‘Agent Console’ links the Record Retrieve cloud-delivered Smart Connect services with live operators and brokers, providing the entire 1300HOMELOAN network with a user focused console that allows for quick searching, editing and management of all calls, calling features and routing profiles.

The technology provided by Record Retrieve has been a key point of difference in how we are able to provide an innovative solution to better connect our brokers to their customers. The call routing technology has been cutting edge and simple to use. The ability to auto-route existing customers … has provided an industry leading tool in delivering better customer service.Shane Shi,
Operations Manager

Smart Connect is a cloud based solution. 1300HOMELOAN did not have to purchase any hardware or install or software to implement the Record Retrieve solution, thus providing a low maintenance and easy to manage call optimisation system. The cloud services model grows with 1300HOMELOAN as required and mitigates risks associated with traditional solutions that require up front capital investment. The Record Retrieve solution is ideal for any multi-site, geographically dispersed business.

1300HOMELOAN did not have to purchase any hardware or install or software to implement the Record Retrieve solution, thus providing a low maintenance and easy to manage call optimisation system. The cloud services model grows with 1300HOMELOAN as required and mitigates risks associated with traditional solutions that require up front capital investment. The Record Retrieve solution is ideal for any multi-site, geographically dispersed business.

Find out how Record Retrieve can benefit your business today or get in contact with our team

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