Forbearance and Call Volume Survey Historical Data
| Option | Price |
| Member | $250.00 |
| Non-Member | $500.00 |
MBA initiated a weekly survey of forbearance and call center activity at the beginning of April, 2020. Purchasers must contact MBARESEARCH@MBA.ORG to receive the file once the purchase is complete. The Forbearance and Call Center Volume Survey Historical Report 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 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 an excel only. ONCE YOU COMPLETE THE PURCHASE, PLEASE EMAIL MBARESEARCH@MBA.ORG AND WE WILL SEND YOU THE HISTORICAL FILE
All data products are subject to SINGLE user license agreements. All sales are FINAL and all charges from those sales are non-refundable.
All sales are FINAL and all charges from those sales are non-refundable. MBA has a NO REFUND POLICY with electronic files. When you click "purchase" on the final confirmation page, you are agreeing to the above terms.