Case Study: M&T Bank achieves 90% contact rate and exceeds revenue expectations with Velocify LeadManager and Dial-IQ

Mortgage division exceeds revenue expectations within 3 months

M&T Bank’s West Region Mortgage Division set out to expand a traditional retail platform by launching an Internet lead–based call center, a risky shift for the 150‑year‑old bank. Leadership demanded aggressive targets — a 90% contact rate and at least a 3.5% close rate — putting pressure on the team to prove the new channel could be reliable, compliant and cost‑effective.

The team implemented Velocify LeadManager and Dial‑IQ, using workflow best practices, shotgun connect and tailored push/pull lead distribution to prioritize real‑time leads. Within three months M&T exceeded expectations, achieving a 90% contact rate, a 4.15% closing rate and higher-than-forecast revenues while improving customer experience and freeing management from manual oversight.

M&T Bank

Joseph Semrani

Regional Customer Service & Sales Manager