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

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