BSI Financial Success Story

BSI Financial Case Study Screenshot

BSI Financial struggled with high abandon rates and average speed to answer calls. Five9’s Professional Services team worked with BSI Financial to optimize their contact center which improved customer experience and contact center performance.

Company Background

Established in 1986, BSI Financial provides mortgage servicing and other specialized financial services using proprietary data analytics tools. Leveraging its technology delivery model and nearly 30-year performance track record, BSI Financial offers clients customized solutions using an advanced financial services platform. At BSI Financial the primary functions of the contact center are to make outbound calls for collection purposes, handle inbound calls for answering questions, assist borrowers with making payments, and discuss loss mitigation options borrowers may have. The contact center handles around 10,000 calls per week for inbound calls and approximately another 5,000 outbound calls.

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