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Quicken Loans Shows Customer Focus with Call Center Wait-Time on Homepage

By Jim Bruene on June 25, 2008 3:59 PM | Comments (0)

Every time I visit Quicken Loans, I find something else to like about this lender's online efforts (previous coverage here). Here's the two latest from today's homepage:

  • News flash on homepage announcing today's rate action at the Fed, complete with brief mortgage sales pitch (middle of page). This screenshot was taken at 3:30 PM Pacific Standard Time, about four hours after the Fed decision was announced.
  • Call center wait times posted. Each time I've checked (today and last week), it said "Wait time is less than 10 seconds." (upper right corner ... see also closeup below). The 800-number is part of the header across every page.

Quicken Loans home page with Fed rate news 25 June 2005

Close up of call center area in upper right:

Quicken Loans wait time estimate posted 25 June 2008

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