Case Study: BSI Financial Services achieves sub-1% abandon rate and 16-second average speed to answer with Five9 Virtual Contact Center

BSI Financial Optimizes their Contact Center to Improve Customer Experience and Performance

BSI Financial, founded in 1986, is a mortgage servicing and specialized financial services firm that handles roughly 15,000 calls per week through a 110‑agent contact center across five locations. The company faced scalability and visibility issues, limited automation and integrations, a 7% abandon rate and an average speed to answer of more than one minute, all of which hurt customer experience and agent efficiency.

In May 2008 BSI deployed Five9 Virtual Contact Center and engaged Five9 Professional Services to optimize routing, automation, caller authentication and integrate with Fiserv. The changes cut abandon rates to about 1% (under 1%), reduced average speed to answer to 16 seconds, boosted agent productivity and morale, and enabled new self‑service/payment capabilities with plans to add digital channels.

BSI Financial Services

Cody Bennett

Senior Analyst/Applications Lead