Knowlagent, a provider of call center operations for over 13 million call center agents around the world, recently completed a project in conjunction with American Home Mortgage Servicing Inc. (AHMSI) in order to help the company offer a high level of service to its customers from highly knowledgeable mortgage agents, while simultaneously maintaining constant awareness of regulatory changes.

The call center operations provider saved AHMSI a large amount of money, approximately the wage of around two to three employees per month by simply transitioning idle time into Active Wait Time to provide agents with regulatory compliance training, a press release revealed.

Ranked the United States 15th largest mortgage provider, AHMSI must keep its entire staff of 1,200 call center agents informed of rules and processes that comply with the latest government, program and state regulations governing its business. A challenge that continues to arise with this is that these regulations are always changing and agents must be kept in the loop in regards to these changes at all times.

“We are known for having expert-level agents that provide the highest level of service, but like most call centers, we faced a dilemma of whether to increase shrinkage or sacrifice service to apprise our agents of every new compliance directive,” said Jeff Waite, senior vice president of call center support at AHMSI in a statement. “Knowlagent’s RightTime technology helped us maximize operational efficiencies while keeping agents abreast of continuous regulatory demands.”

Before seamlessly integrating Knowlagent’s call center operations, AHMSI was using a learning management system to train its agents, but quickly realized that the time it took to send important information to the right people either increased shrinkage times or decreased productivity levels, due to the high amount of constant regulatory updates. In addition, AHMSI implemented RightTime, Knowlagent’s call center productivity platform, to pinpoint small windows of idle time that could be utilized to show agents all the new compliance rules.

“Because RightTime delivers activities to agent desktops during idle time, AHMSI keeps every agent up-to-date without taking them off the phones,” said Matt McConnell, president and CEO of Knowlagent. “When new regulations require policy updates or process changes, RightTime finds and delivers the time to read and certify AHMSI’s agents’ understanding in these areas.”

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