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

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.

Microsoft Teams was already being used for internal communications when we started working with them in March 2020.

The problem

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.

The Solution

Conversant proposed a unified communications platform for CHL, comprising:

• Voice for Teams for all calls

• FCA-Compliant Call Recording

• Enhanced Contact Centre functionality for their agents.

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.

The result

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.