Forbearance and Call Volume Survey Historical Data
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| Option | Price |
| 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.