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Zenith Dealer Solutions Blog

How To: Develop a Call Coaching Form for your Loan Officers

Coaching is the development of a person by another individual called a coach. In order to provide training and guidance in a consistent fashion, we need actual examples to discuss and we need a standardized form to support that discussion. Follow this six-step process to ensure consistent measurement for improvement:

Topics: finance Sales listen Employee Development Customer Experience Culture Empathy mortgage trusted advisor

CRM’S TELL YOU WHEN TO ENGAGE. HERE’S HOW TO ENGAGE AND WHAT TO SAY.

To create trust, demonstrate high character and competence by following these three rules:

Topics: CRM Interaction mortgage relationship building

MORTGAGE CUSTOMERS ASK ABOUT THE BANK AND THEIR PROGRAMS MORE OFTEN THAN THEY ASK ABOUT PRICE!


“Why did you mail me?” is a common opening question revealing that you caught the customers interest…now what? Dedicate yourself to the phone and to a process that ensures you’re prepared to answer all of your callers questions before they ask them!

Topics: call monitoring mortgage trusted advisor relationship building

Programmed to Care!

Qortel uses Artificial intelligence (AI) to listen to millions of calls to and from mortgage companies. AI doesn’t need emotional cues to answer questions and provide the information that humans do. Bots are programmed to perform repetitive tasks and spit out accurate information as quickly as a human can request it. We view bots and humans as opposites, one made of wires, the other feelings, with the biggest difference being the one that makes us human….WE CARE.

Topics: interactive voice response artificial intelligence call monitoring mortgage