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MortgageStream™ launches Call Centre Software System

Monday 16th June 2008

Software Provider MortgageStream™ has announced the launch of a new Call Centre Financial Services System.

The new CallStream software has been designed with a range of options to suit small, medium or large Call Centre operations selling, Mortgage, Life, Protection and IFA products to the public. The system includes options for scripted Fact Finding with mandatory fields to ensure FSA & TCF compliant sales.

The software includes various options to link with the user’s telephone switchboard for automatic dialing/answering via the PC, call Logging, caller display plus call recording to the client record in the database.

Other standard features include SMS Text messaging facility in order to update customers on the progress of their applications direct from the operators PC, with any SMS replies coming back to each individual call centre operator as an e-mail.

Paul Holden, Sales Director at MortgageStream commented:
“In recent years the public has become used to interacting with Financial Services providers over the telephone and we have noticed a number of intermediary firms starting up or enhancing their telephone based businesses; this is especially prevalent since the recent changes in the mortgage market. We have a growing number of MortgageStream users that already operate call centres and they asked us to build specific functionality for their phone based staff.

“CallStream includes a host of features and allows both the Advisers and Administrators to work hands free by connecting a phone headset to their PC via an interface; This leads to far greater efficiencies in the work place, more compliant working practices and an additional benefit is that the use of the headsets reduces the risk of neck and back pain for their sales and processing staff.”

John Davies, managing director at “The Credit Centre” commented:
“We have been using MortgageStream software for three years; the recent addition of the new Call Centre features allowed us to expand our operations. This simply would not have been possible without MortgageStream. We receive mortgage enquiries every day and our staff use the software to complete a telephone Fact Find before passing these new enquiries to our in-house or field based Advisers who then log onto the system to create the specific advice for our clients. The resulting cases are processed by our admin teams on MortgageStream’s workflow system and then finally passed to the accounts team who use the system to manage and chase the fees and commissions.”

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