The Play

Our #1 dial recommendation is to prioritize and call anyone ‘seen’ (‘low’ or ‘high’) with in-market activity. We recognize you may not have the bandwidth to do this on a daily basis, so you could consider only prioritizing a certain segment of customers or those on specific product journeys.

Approach

After your initial dial, continue dialing the customer over the next couple of weeks. If they don’t answer or return voicemails after a month and are still showing in-market activity, consider following up via another channel, such as email or direct mail.

Content Recommendations

The script should be written as a well-timed account check-in to learn more about the customer’s experience and share any services or offers that they may be interested in. The goal of the content is to have the consumer share more about their in-market shopping behavior and advance the conversation to a specific offer that is a great fit for recapturing the customer.

NOTE: Loan Officers should NOT be told that the Activate signal is an in-market shopping indicator as that could lead to the LO mentioning it to the customer, resulting in a negative experience.