Customer story

From Manual Dialing to 100+ Calls Per Agent, Per Day

Founded in 2018, My Mortgage Finder helps clients with adverse credit secure financing through specialist lenders. As the business grew to 30+ employees and 100+ daily mortgage inquiries, outdated phone setups and lack of integration slowed them down. With CloudTalk, they scaled outbound calls, cut training and call review time in half, and transformed how their team operates — fully remote, fully integrated, and built for scale.

What did My Mortgage Finder achieve with CloudTalk?

15→100 calls/day

per agent with VoIP

1–2 hrs/day

saved on training

50% less

call review time with AI

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About My Mortgage Finder

Founded in 2018 by Joshua Tomlinson, My Mortgage Finder is a rapidly growing mortgage brokerage specializing in adverse credit lending. The company helps clients who have been rejected by traditional banks find specialist lenders willing to offer mortgage solutions. With a team of nearly 30 and growing, My Mortgage Finder also offers life insurance, critical illness coverage, and equity release services for older homeowners.

A Growing Team Stuck in Inefficiency

In 2018, My Mortgage Finder was just getting started – an ambitious idea backed by a small team, a single iPhone with a SIM card, and a mission to help clients with adverse credit secure financing. Fast forward to today, the company has grown to nearly 30 employees, handling 50-100 mortgage inquiries every day. As the company grew, so did its need for a scalable, efficient communication system to handle the increasing volume of inquiries. However, the technology they relied on was failing to keep up.

To understand how My Mortgage Finder transformed its operations, we spoke with AJ Pyper, Mortgage Advisor, and Sally Mitchell, PA to the Managing Director. AJ oversees the admin team and customer service, ensuring smooth daily operations and monitoring phone calls. Sally handles refund requests, credit control, and listens to calls for quality assurance. Her focus is on identifying issues in the customer journey and ensuring compliance. Together, they provided insight into how CloudTalk helped improve their processes.

Outgrowing a Basic Phone Setup

“At the very beginning, we literally had one iPhone,” recalls AJ who’s been with the company since the early beginnings. “Every morning, we’d check the team’s outbound calls manually, just me and our managing director, a notepad, and a lot of frustration. It wasn’t sustainable.”

As the company expanded, they knew they needed a more structured approach to managing calls. They initially switched to RingCentral, hoping it would streamline operations. But as the team grew, so did the gaps in their setup.

At first, it seemed like a solid solution. But as we grew we realized we needed more features like call recordings, real-time monitoring, and seamless ways to coach our agents. Back then we weren’t able to monitor calls. We were physically sitting next to agents with headsets plugged into splitters, straining to listen in. If a splitter went missing, we had to scramble for a new one. It just wasn’t practical for a growing team.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

The real tipping point came when they realized that their VoIP provider back then didn’t integrate with HubSpot, the CRM they relied on to manage leads and customer interactions. That’s when they decided to look for something better.

The Search for a Better Solution

Realizing they needed a platform that could integrate seamlessly with HubSpot and improve efficiency, My Mortgage Finder sought recommendations. HubSpot pointed them to CloudTalk. After a quick evaluation, the team decided to switch.

When HubSpot recommended CloudTalk, we thought, ‘Why look further?’ The integration was there, the features made sense, and it addressed our biggest pain points.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

100% Remote Call Monitoring & Coaching – No More Splitters

I don’t have to sit next to an agent with a splitter anymore. Now, I just click a button from my desk and listen live.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

Real-time monitoring made it easier to listen in, but also enable faster and easier onboarding for new starters.

Before, training meant shadowing agents in person. Now, new hires can listen to top-performing calls on their own time, saving us at least 1-2 hours per day on onboarding.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

6X Increase in Call Volume – From 15 to 100+ Calls Per Agent

In their iPhone days, an agent might make 15 calls a day. Now, if someone makes less than 100, it raises eyebrows.

Now, if an agent makes less than 100 calls a day, we’re asking what happened

AJ Pyper, Mortgage Advisor at My Mortgage Finder

CloudTalk’s Power Dialer allows them to queue up to hundreds of calls in a single session, keeping agents focused on meaningful conversations instead of wasting time manually dialing numbers.

Only about 20% of inquiries pick up on the first attempt. Before, following up was frustrating and time consuming. With CloudTalk’s dialer we can queue up those calls automatically, ensuring nothing slips through the cracks.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

Fully Integrated with HubSpot – No More Copy-Pasting

Before CloudTalk, agents manually copied and pasted phone numbers into their system – a process prone to errors and delays.

Now, when an inquiry comes in, our team doesn’t touch a thing. Leads appear in CloudTalk automatically, and agents just click to call. It’s seamless.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

AI-Driven Call Insights Are Cutting Review Time in Half

Tracking disputes and analyzing sales performance used to mean listening to full-length call recordings, a time-consuming task. Sally, who handles refunds and credit control, recalls:

Before, I had to listen to hours of calls to track down what went wrong with refund disputes. Now, the AI summarizes the call, and I instantly see whether it’s worth reviewing. It’s cut down my workload by 50%, easily.

Sally Mitchell, PA to the Managing Director at My Mortgage Finder

The AI insights also uncovered crucial coaching opportunities

I also love how it shows the balance between talking and listening. If a salesperson isn’t selling well, I can compare their call to a top performer – one listens 90% and talks 10%, while the struggling rep does the opposite. If I just tell them to listen more, they might ignore it. But when I show them the data it really clicks. The numbers make it real.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

Mobile Numbers to Increasing Answer Rates

Trust plays a big role in customer response rates.

Before, we only had landlines, and people weren’t answering. With CloudTalk, we can use mobile numbers, and our pick-up rates went way up. That small change made a huge difference.

AJ Pyper, Mortgage Advisor at My Mortgage Finder

The Bottom Line: Better Communication, More Conversions

Switching to CloudTalk wasn’t just a technological upgrade, it fundamentally improved the way My Mortgage Finder operates.

The time savings alone are massive. But beyond that, our ability to track, manage, and optimize customer conversations has completely transformed. I don’t have to take my laptop, sit next to an agent, and hope my battery doesn’t die,” AJ jokes. “Now, I can be anywhere, monitoring calls and making sure things run smoothly. CloudTalk gave us back control.

AJ Pyper, Mortgage Advisor at My Mortgage Finder