MBA's Weekly Forbearance and Call Volume Survey

Why Subscribe?

MBA initiated a weekly survey of forbearance and call center activity at the beginning of April, 2020.  Subscribers will receive an 18 page report every Monday afternoon (excluding holidays.) The Forbearance and Call Center Volume Survey 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
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