Forbearance and Call Volume Survey Subscription

MBA Member Price: $400.00

Nonmember Price: $800.00

Purchase

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 borrower forbearance exits by reason

" 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 a pdf only.  Subscription is valid for one year or until MBA ends the gathering of the forbearance data.  All sales are final.  MBA Research does not offer refunds on its reports or subscriptions.  

Contact Info

research@mba.org