Case Study

Enhancing CSAT and Reducing Costs through Operational Efficiency and Expertise

The client needed to reduce customer care costs without compromising quality or CX

Elaborate on the Challenge

The client is a leading Mortgage Services Provider in the US. They wanted to reduce the cost of their onshore customer care center without sacrificing quality or the customer experience. However, they faced challenges, including having no prior experience with outsourcing customer calls and dealing with the time-intensive process of training onshore resources, which pulled staff away from their other responsibilities. They were looking for a trusted partner who could do this without disrupting their workflow.

Objective Summary

To reduce customer care costs while maintaining quality and overcoming outsourcing challenges

Business Impact

38%

Reduction in the cost

96%

Quality Score

94%

CSAT

The Solution

Performance, Trust, Growth – The Moder Way

Moder established a high-performing customer care center in Philippines by hiring experienced resources and training them on mortgage servicing, supported by US-based trainers and supervisors. This success led to the expansion of a larger site in Cebu, which continues to maintain top-tier SLA scores and customer trust.
Establish a new customer care center in Philippines, as a proof of concept.
Hire resources with experience in customer care and train in mortgage servicing.
US-based trainers will train the team on mortgage servicing customer care.
Supervision by US-based teams for 1 month to ensure proper support.