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Mortgage · Mortgage / Financial Services
How Fidelity Direct Mortgage scaled refinance outreach with outbound voice campaigns.
Scaled refinance outreach with consistent outbound campaigns that reactivated dormant opportunities.
Fidelity Direct Mortgage
Customer
Mortgage / Financial Services
- Refinance alerts
- Outbound call campaigns
- Lead reactivation
Verified metrics
Performance numbers only when confirmed.
We do not invent KPIs for customer stories. Empty slots stay ready for approved deployment figures.
Connect rate
Awaiting verified figure
Interested rate
Awaiting verified figure
Appointments
Awaiting verified figure
Voicemail rate
Awaiting verified figure
Performance metrics shown only when verified for a deployment.
About the customer
Fidelity Direct Mortgage
Fidelity Direct Mortgage works refinance and related mortgage workflows where timely borrower contact determines whether an opportunity advances.
Past-client outreach and document follow-ups are high-volume, repetition-heavy jobs, easy to under-staff and hard to keep consistent without a campaign system.
VoxxAgent supports outbound batch calling with human/voicemail detection, qualification, and structured outcomes for operators.
The challenge
What was breaking in the operating process.
Manual outreach to past clients was slow and inconsistent. Refinance opportunities were easy to miss, and the team could not scale contact attempts without adding more dialer time.
- Manual outreach to past clients was slow and inconsistent
- Missed opportunities for refinancing engagement
- Difficulty scaling outreach efforts
Before VoxxAgent
The workflow teams were stuck inside.
A visual of the pre-automation path: manual, uneven, and hard to scale.
Past-client list
Manual dialing
Voicemail clutter
Uneven notes
Missed refinance windows
What we deployed
The voice agent and operating workflow.
FDM uses VoxxAgent batch campaigns to work contact lists, detect humans versus voicemail, run qualification conversations around refinance interest, and route appointments or handoffs when a borrower is ready, while operators retain campaign-level visibility.
VoxxAgent deployed a voice agent that:
- Sends refinancing alerts to past clients
- Automates outbound engagement workflows
- Reactivates dormant leads through consistent communication
Architecture / flow
Customer → VoxxAgent → systems → action → analytics.
The operating path for this deployment, not a generic capability diagram.
Lead / contact database
VoxxAgent batch campaign
Outbound call
Human / voicemail detection
Qualification
Refinance interest
Appointment / handoff
Reporting
The call experience
Listen to how the conversation actually runs.
Audio and transcript from a real VoxxAgent sample tied to this customer workflow.
Call experience
Real audio sample
Real FDM-related mortgage document-chase sample from the VoxxAgent voice showcase.
VoxxAgent
Hi Mann, this is Clara calling from FDM regarding your mortgage application. We’re currently missing your W-2, which is required to move your loan forward. You can upload it directly through our website: once you log in, you’ll see your document checklist and can upload it there. As soon as that’s uploaded, we’ll move to the next step right away. Are you able to upload it now, or would later today work better?
Applicant
I would upload it later.
VoxxAgent
Got it, thanks for letting me know. Once your W-2 is uploaded later today, we’ll be able to move your loan forward immediately. Have a good day.
Implementation
How the program was stood up.
Setup, routing, handoffs, testing, and deployment discipline, not a one-click chatbot install.
- 01
Define eligible past-client segments and campaign pacing rules.
- 02
Configure human vs voicemail detection and retry policy.
- 03
Script refinance qualification and appointment/handoff paths.
- 04
Connect CRM or campaign reporting fields for dispositions.
- 05
Pilot a controlled list before broader outbound volume.
- 06
Review connect quality, objections, and escalation accuracy with sales ops.
Results
What changed in the operation.
FDM gained a repeatable outbound engine for refinance and document follow-up conversations. Campaign statistics are not invented here, metric slots remain available for verified numbers.
- Increased client re-engagement
- More consistent outreach across the client base
- Improved lead conversion opportunities
- Scalable outbound communication system
Before / after
A structured operating comparison.
Before
- Outreach volume limited by manual dial time
- Inconsistent messaging across past-client lists
- Hard to see which contacts need human follow-up
After
- Batch campaigns work lists with operator visibility
- Human/voicemail detection guides next action
- Qualification and handoff outcomes stay structured
What's next
Where the program goes from here.
Expand campaign families beyond refinance reactivation, tighten CRM write-backs, and continue optimizing scripts from disposition data.
Related
Continue with the matching product surfaces.
See a VoxxAgent workflow like Fidelity Direct Mortgage.
Book a live demo. We’ll map your call path, systems, and handoffs the same way we did for this deployment.