Currently ranked as the country’s 15th biggest mortgage provider, American Home Mortgage Servicing Inc. (AHMSI) must keep its agents in touch with all of the various rules and processes that coincide with the ever changing government, program and state regulations that are associated with its business. Thanks to Knowlagent, a provider of call center operations AHMSI was able to keep up-to-date with the changes without increasing the amount of capital they spent on labor.

Agents of AHMSI are responsible for handling both inbound and collections calls. Recently, the company faced an obstacle detailed in a case study that is not uncommon within the call center space, a situation in which managers are faced with the challenge of how to ensure agents are in the know about all of the latest rule changes which could negatively impact service levels.

How could AHMSI ensure that all 1,200 agents knew about updates to policies without spending half their day reading over materials? The company turned to the RightTime platform, Knowlagent’s call center productivity platform, to easily pinpoint small pockets of idle time and turn it into Active Wait Time, in which agents could continue to be updated on new compliance regulations with no effect to service. Due to the fact that RightTime will automatically assign activities to agent desktops during idle time, AHMSI can make sure every agent has the latest information that is crucial for them to do his/her job correctly.

The study revealed that an average call center agent spends approximately 16 hours of every month idle, but that it usually only occurs for two minutes at a time. RightTime has the ability to make the most of these few moments, seamlessly integrating in real-time with a call center’s call distributor (ACD) and using innovative technology to monitor the ACD every 15 seconds to identify periods of decreased call volume, the case study revealed.

In addition, the call center operations platform also helps to locate idle time for a group, turning the formerly wasted time into usable time for any agent, and making sure the highest priority activity is completed first.

Through implementing RightTime, AHMSI is now able to easily find and deliver the time needed to digest newly changed rules, policies or procedures and make sure each agent fully comprehends what they are reading. Furthermore, if quality monitoring finds a mistake that has been made, a guide can instantly be delivered to provide the agent with the information to make sure such an issue never arises again. 

In conclusion, AHMSI revealed it saves the costs of around two to three employees a month by simply using idle time to assist agents with the training activities needed to ensure the successfulness of any call center.