Impact of TNS Enterprise Branded Calling on Mortgage Sales

This case study details the implementation of TNS Enterprise Branded Calling by a leading mortgage lender to enhance their sales process. The lender faced challenges in engaging potential customers due to low answer rates and customer engagement, primarily relying on internet channels for outreach. The study outlines how the lender initiated an 18-month trial with TNS to improve call success rates amid increasing competition and consumer reluctance to answer calls from unknown numbers. Research indicated that a significant percentage of customers would be more inclined to answer calls if they recognized the caller's brand. The results demonstrated that incorporating branded calling significantly increased answer rates and customer trust, leading to higher engagement and revenue. Specifically, calls featuring the lender's name and logo saw a marked increase in answer rates and call duration, with projections indicating substantial potential revenue increases. The findings affirm the effectiveness of branded calling in enhancing customer interactions and driving sales in the competitive mortgage industry.