More Borrowers Self-Serve, But Those Who Don’t Make Longer Calls

National Mortgage News, July 22, 2022–Bonnie Sinnock (subscription)
Digital servicing strategies have reduced the number of calls mortgage companies handle, particularly amid the pandemic, however, the extent to which that has reduced the need for people to staff the phones has been limited, a Standard & Poor’s study finds.
https://www.nationalmortgagenews.com/news/more-borrowers-self-serve-but-those-who-dont-make-longer-calls