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Forbearance and Call Volume Survey Historical Data

Loan Monitoring Survey Other Research Residential
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Member $250.00
Non-Member $500.00

MBA initiated a weekly survey of forbearance and call center activity at the beginning of April, 2020.  Purchasers must contact [email protected] to receive the file once the purchase is complete. The Forbearance and Call Center Volume Survey Historical Report provides data on:

 

  • Servicing volume share by investor type
  • Weekly borrower forbearance requests as a % of servicing volume (#)
  • Total loans in forbearance as a % of servicing portfolio by investor
  • Weekly call center inquiries as a % of servicing portfolio volume
  • % of inquiries handled via IVR vs call center agent
  • Call center abandonment rate
  • Average Speed to Answer (ASA) in minutes
  • Average Handle Time (AHT) in minutes

 

This product is available in electronic version as an excel only.  ONCE YOU COMPLETE THE PURCHASE, PLEASE EMAIL [email protected] AND WE WILL SEND YOU THE HISTORICAL FILE

All data products are subject to SINGLE user license agreements. All sales are FINAL and all charges from those sales are non-refundable.

All sales are FINAL and all charges from those sales are non-refundable. MBA has a NO REFUND POLICY with electronic files. When you click "purchase" on the final confirmation page, you are agreeing to the above terms.