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 a 20+ page report every Monday afternoon (excluding holidays.) The Weekly Forbearance and Call Center Volume Survey provides data on:

  • Servicing volume (in loan count, #) and share (% of #) by investor
  • Share of loans in forbearance by investor
  • % of servicing portfolio in forbearance by investor
  • % of paid current borrowers in forbearance by investor
  • Weekly new forbearance requests as a % of servicing portfolio (#) by investor
  • Share of loans in forbearance by stage: initial plan vs. extension(s) vs. re-entries
  • Weekly forbearance extensions as a % of servicing portfolio (#) by investor
  • Weekly forbearance exits as a % of servicing portfolio (#) by investor
  • Share of weekly forbearance exits by borrower reason for exit
  • Weekly call center inquiries as a % of servicing portfolio (#)
  • Share of weekly call center inquiries by handling technique: IVR; live call center agent, or other
  • Call center average speed to answer (ASA) in minutes
  • Call center abandonment rate
  • Call center average handle time (AHT) in minutes
  • Select data breakouts by company type: independent mortgage banks (IMBs) vs. depositories

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