Mortgage companies are comprised of loan officers with different strengths, knowledge base, and skill levels. The dynamics of varying ability and experience is one reason why some organizations employ scripts within their phone handling processes.
Scripts clearly lay out what a loan officer should say in response to a specific problem or scenario. This ensures standardized messaging and word tracks, resulting in a consistent caller experience. But what happens when scripts go awry? Real-world scenarios and “in the moment” interactions are sometimes too complicated or take a different direction, and scripted responses are no longer applicable. A loan officer trained to only “stick to the script” will flounder on those types of phone calls, sinking the caller’s experience.
If you’re considering whether to start, stop, or revisit scripts for your loan officers, Market Tech Consulting is pleased to provide five best practices to point you in the right direction.
