We transformed the communications capabilities for this mortgage lender with enhanced call recording

Voice for Teams, compliant call recording and contact centre success - "We’ve been really pleased with Conversant's approach... they made a fairly daunting change seem straightforward. We were delighted with the outcome.
Sector
Mortgage Lender 
Solutions
Headquarters
Fleet & Leeds, UK
Key requirments
  • Integrated communications
  • Compliant call recording 
  • Contact Centre functionality 

The Client

CHL Mortgages provides bespoke third-party loan servicing: it looks after the day-to-day administration of various types of loans on behalf of lenders. It’s a company with vast experience in the UK mortgage market. CHL currently services around 30,000 mortgages, as well as managing standby contracts for mortgages and bridging finance clients.

CHL has over 120 staff based in its offices in Fleet and Leeds, and over 50 agents working in its contact centre. The company had been using private-branch-exchange phonelines and was out of contract with its existing provider. The legacy system didn’t connect to the IT environment and wasn’t agile enough to keep pace with evolving working practices, as CHL records calls in-line with FCA regulations.

The Challenge

CHL had already consulted Conversant about phone functionality, Compliant Call Recording, and Contact Centre features, but was yet to make the switch.

When the COVID-19 pandemic first hit, CHL reached out to Conversant to seek a solution that allowed their staff to work remotely and in an agile manner.They also required FCA-compliance for call recordings, and wanted to be able to allow their contact centre agents to work from home.

CHL engaged Conversant to help migrate its entire communications platform to Microsoft Teams. Business continuity was essential for CHL – lengthy dropouts weren’t an option. The main challenge here was finalising the plans and getting them operational without delay.

Implementation

Conversant proposed a unified communications platform for CHL, comprising of our Teams Calling , Interaction Recording and Contact Centre Modules. 

Service continuity was a priority, and we were committed to incurring zero downtime during the switch. We planned to put in place a system for remote working, thus enabling contact centre agents and admin teams to work from home efficiently and securely during lockdown.

Results

Conversant was able to onboard CHL within 2 weeks of the go-ahead, thus ensuring business continuity.

We provided them with a solution that allowed for remote and agile working for all of their staff - for the first time in the company's history. Phonelines remained open the entire time, meaning no service disruptions for CHL’s customers.

The success of this migration drew upon our extensive experience of delivering voice and added-value services, specifically delivering services in conjunction with Microsoft environments.
We're attending
The Microsoft Teams Conference, 26 & 27 June 2024, Mercedes-Benz World
Find us at Stand 32
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Adnan Khan

Head of Service Delivery
Adnan joined Conversant Technology in 2018 and is head of Service Delivery. He focuses on making sure our solutions are configured and implemented on time and our customers have a seamless journey from sales and project scoping all the way to through to going live and handover.

Adnan has been in the communications Industry for over 10 years, working in different capacities in sales, support and service delivery.

Stephanie Scholtz

Marketing Manager
Stephanie has worked in Marketing for over 5 years specialising in content and SEO marketing. Starting with Conversant in April 2023 as their Marketing Manager, she is also studying towards her L6 Degree in Professional Marketing with the Chartered Institue of Marketing. 

Simon Nakra

CRO
Simon is responsible for the overall sales and marketing at Conversant Technology, focusing on working with his team to help customers with their unified communications journey. With over 20 years of sales, marketing and account management experience and has spent the past 10 years helping companies and organisations unify their communications strategy by adopting Microsoft solutions (Lync, SfB, Teams).

Simon has worked across key sectors such as education, NHS, legal, finance, and public sector organisations, giving him an excellent understanding of the challenges companies face when it comes to remote and hybrid working.  Simon’s approach is to always put the needs of his customers first, becoming a trusted advisor and acting as the central point of transparent communication between Conversant and the customer.

Simon joined Conversant Technology at the beginning of 2019 but has worked with Patrick and Stanley since 2013 on various projects.

Patrick Copping

CEO and Director
Patrick Joined Conversant Technology in 2017 and is the majority shareholder. A veteran of the communications industry, Patrick has over 20 years of experience working within the Unified Communications, Software Development and Microsoft Technologies sectors.

Patrick started his career at BT where he ran outsourced Contact Centre operations for blue-chip customers.  After leaving BT, he worked within the Contact Centre and Communications software markets providing Contact Centre and Communications software to organisations.  Patrick was one of the pioneers in delivering solutions utilising the Software as a Service (SaaS) model.

Patrick is responsible for the overall management of Conversant Technology, focusing on the strategic direction of the business, its portfolio, and strategic partners.