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- As a mortgage professional, your time is your most valuable asset. Your time is money!
You need to make decisions that will maximize your time, so you
can maximize your income!!
- Your prospecting efforts are usually the most TIME-CONSUMING of all of
your activities
- Sales process always begins with MARKETING
- Most mortgage companies utilize outbound telemarketing as their main
marketing method:
- Internet mortgage leads
- Telemarketing mortgage leads
- Cold Calling for mortgage leads
- Etc.
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- Outbound telemarketing is frustrating because it takes up TOO MUCH TIME,
which COSTS YOU MONEY !!
- Here are some experiences of outbound marketing:
- Managing Do Not Call compliance. – We’ve got you covered.
- NO CONTACT is ever made with borrower – you make several attempts and
this wastes even more time
- NOT INTERESTED – Once borrower is finally contacted, borrower
immediately claims no interest and hangs up the phone.
- NOT QUALIFIED – Once an actual interested borrower is finally reached,
for various reasons they may not qualify for anything you have to offer.
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- When you begin receiving Live Call Transfers from SmartLeadz.com, you
instantly become more productive.
Potential borrowers are all thoroughly prescreened, which results
in:
- 100% contact rate
- Only interested borrowers
- Only qualified borrowers
- Start speaking to qualified
- and motivated prospects today!
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- We have developed and fine-tuned our system over the years and it has
finally evolved into what it is today: The most powerful mortgage lead
product on the market! The process is simple..
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- Expressions of Interest Include:
- Submitting a form on the Internet requesting a free mortgage quote
- Expressing interest in a free mortgage quote to a telemarketing
representative
- * Borrowers that request a free mortgage quote are now “in the market,”
thus it is considered a “lead.”
Most companies will sell just the information associated with
this “lead.” We do not…
WE DO MORE…
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- We send the leads (only those matching your exact criteria) to our
In-house call center who then:
- Makes CONTACT with the borrower listed on the lead
- CONFIRMS the borrowers interest in obtaining a free mortgage quote
- PRE-QUALIFIES the borrower
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- We transfer the interested and pre-qualified borrower to you LIVE. You can also view the borrower’s
information at the same time using a standard web browser while logged
into your private SmartLeadz [Lead Portal].
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- Borrowers can express interest in receiving a free mortgage quote
through one of several different methods:
- The borrower submits a form on the Internet requesting a free mortgage
quote. Borrower’s are driven to
free mortgage quote request forms via:
- Email advertisement offering a free mortgage quote
- Web banner ad offering free mortgage quote
- Search Engine Optimization on keywords such as “Refinance,” “Debt
Consolidation Mortgage,” etc.
- The borrower is solicited by a telemarketing rep, expresses interest
in receiving a free mortgage quote, and provides the telemarketing rep
with some basic information
- An inbound call from the borrower (from various online/offline
advertising channels) requesting a free mortgage quote.
- Regardless of the method the borrower initially used to express their
interest, the borrower’s interest in a free mortgage quote is always
confirmed by our call center
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- Predictive Dialers – Leads are loaded into predictive dialers and called
for three consecutive business days.
If no contact is made after three consecutive business days, the
leads are removed from the queue.
- Call center agents are instructed to say that they are calling on behalf
of “Mortgage or Loan Specialists” regarding a recent request for a free
mortgage quote
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- Our process is designed so that only borrowers genuinely interested in
receiving a free mortgage quote are transferred
- Non-interested borrowers are rejected
- Even borrowers that may be “on the fence,” the 45-second average hold
time (dead air) provides genuinely non-interested borrowers plenty of
opportunity to hang up. Hang-ups
that occur with less than 60-seconds of hold time are NOT considered
transfers.
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- Our process is designed to allow only pre-qualified borrowers to be
transferred based on a few critical pieces of information
- Screen out properties that are not within your state licensing
- Confirmation Piece of Call Center Script: “Are you still in New York, NY?”
- Screen out all mobile/manufactured homes & screen out all
mismatched loan type (i.e. purchases or standalone 2nd
mortgages)
- Confirmation Piece of Call Center Script: “That property that you’re looking
to refinance, is that a single family home? That’s not a mobile or manufactured
home is it?”
- Additional filters are applied based upon the borrower’s lead data
BEFORE the lead is sent to the call center on your behalf (thus is not
verified by call center agents), including:
- $100,000 minimum loan amount
- Borrower’s self-assessed credit (Excellent, Good, Fair, Poor)
- Current LTV filter (optional)
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- At this point in the process we have already:
- Made Contact with the Borrower
- Confirmed the Borrower’s Interest in Receiving a Free Mortgage Quote
- Pre-qualified the Borrower
- We now propose to transfer the borrower live:
- Call Center Script: “What I would like to do now is quickly connect you
to one of our mortgage specialists at [Your Company Name]. They will be able to help you with
that free mortgage quote.”
- Borrowers that agree to be transferred move on to Step 3:
- (Complete the Live Call & Data Transfer)
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- Call center agent makes contact with originator – Call Center
Script: “Hello, this is [call
center agent’s name] calling from the Livecalltransfer call center. I have John Smith on the line. His phone number is 516-555-1212”
- Originator enters borrower’s phone number into Live Call Transfers
website – This phone number lookup brings up the lead sheet data
associated with the borrower
- Call center agent takes borrower off of hold, introduces the two
parties, and completes the Live Call Transfer – Call Center Script:
“Hello BOB, I have [loan officer’s name]. He can help you with that free
mortgage quote. Go ahead [loan
officer’s name].”
- The selling process continues between you and the borrower – Call center
agent disconnects from call
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- One of the most valuable aspects of our Live Call Transfers program is
being able to speak with a LIVE interested borrower 100% of the
time. In order to ensure that the
borrower is transferred live, keeping their time on hold to a minimum is
critical
- Best practices
- Accept transfer in order to get borrower off-hold ASAP, even if it
requires you to delay:
- Your login to web interface
- Borrower’s Lead Data Lookup
- Spelling and/or pronunciation of last name
- Simply jot the information down provided by the call center agent and
enter it in AFTER you have accepted the live transfer and while speaking
with the borrower
- Worst practices
- Tell the call center agent to “Hold on while I [fill in the blank]”
- Ask non-standard questions to call center agent (i.e. “how much cash is
he looking to take out?”)
- Engage in unnecessary dialog with call center agent (i.e. “the Yankees
looked good today)
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- Your opening dialog with the borrower is critical to establishing
rapport and confidence with the borrower. Keep in mind that the transfer began
as an outbound call and happens relatively quickly, so it is critical that
the originator take control of the process after the transfer.
- Best practices
- Take control of the process – first let them hear you and hear who you
(and your company) are
- Sample Dialog Script: “Hello
Mary, my name is [your name] and I’m a Sr. Loan Officer here at [your
company]. We specialize in
[fill in the blank]. What I
would like to do now is walk you through our quick process in order to
find the best deal to meet your situation and your objectives. Let me
start by asking… (originator maintains control)”
- Worst practices
- Let the borrower take control by asking successive questions for you
to answer (i.e. “what can I get on a 30-year fixed?”)
- Opening with statements such as:
- “What can I do for you?”
- “How is it that I can help you?”
- “What are you looking to do?”
- “So, you’re looking to refinance?”
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- All of our Live Call Transfers are exclusive. However, as you now know, our process
begins at Step 1 with an interested borrower who is “in the
market.” Consumers who are currently
“in the market” for anything tend to look for their best deal. It is
always best to acknowledge the competitive environment.
- Best practices
- Competitive quote based on awareness that borrower is “in the market”
- Always ask about competition before quoting/pitching
- Worst practices
- Uncompetitive quotes or price-gouging
- Ignoring the existence of any potential competition
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- 100% Contact Rate
- 100% Interested in Receiving a Free Mortgage Quote
- 100% Pre-Qualified
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- Spend Less Time…
- Chasing down borrowers
- Leaving voice mails
- Sending emails
- Scheduling call-backs
- Speaking with borrowers that immediately claim no interest in speaking
with you
- Speaking with borrowers that are immediately not-qualified for the most
basic reasons
If you could accomplish in a week what normally would take you a
month, just think about what this will do to your income!
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- If you are looking for a long term marketing partner with the most
powerful, cost effective and time efficient marketing product available
today, then congratulations!!
- You have found us!
- www.smartleadz.com
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- Is credit pulled on the borrowers prior to the transfer?
- Out of privacy concerns, we do not collect borrowers' social security
number. Thus, we do not pull a borrowers credit report or access their
FICO score. Credit filters are
based upon the borrower’s self-assessment of their credit (Excellent,
Good, Fair, and Poor).
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- Is any special phone or Internet technology required on our end in order
to receive Live Call Transfers?
- NO. All that is needed is a phone number that is dedicated to
receiving Live Call Transfers and a standard web browser. However,
certain phone features may improve your effectiveness in handling
large numbers of incoming transfers being routed to large numbers of
loan officers. You may wish to discuss your objectives with your
business phone system service provider.
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- Can we have the Live Call Transfers routed to a receptionist first, and
then re-directed to a loan officer?
- Yes. However, getting the borrower off hold and speaking with a live
loan officer as quickly as possible is a key to the effectiveness of
our Live Call Transfer program. Thus, this approach must be
well-coordinated, well-managed, and efficiently executed. We require
that the borrower be connected with a loan officer within 60 seconds
of the time that they are placed on hold.
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- What type of conversion ratios (from transfers to fundings) are
SmartLeadz clients experiencing?
- Live Call Transfer Clients conversion ratios vary depending upon the
size, business practices, and overall experience and professionalism
of that company. The average conversion ratios will range from 10%-to
25% in general. How a company conducts their business will determine
where they will fall on that scale.
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- Live Call Transfers are relatively more expensive than other mortgage
products. But like the old expression," You get what you pay for”.
Whatever additional expense is incurred upfront with our product is made
up tenfold by the additional revenue generated from closed loans. Our
clients achieve 10-25% closing ratios vs. 1-5% with other methods. As a
company we have a 79% retention ratio. This means almost 8 out of every
10 companies that order with us, stay with us long term.
- SmartLeadz offers the most competitive pricing on this exclusive product
in the industry and you get a dedicated and talented staff to assist you
with your campaign!
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- Contact Us:
- Toll Free 866-314-7586
Email info@martleadz.com
Web www.smartleadz.com
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Notes
