News : Knowlagent RightTime Platform Keeps AHMSI Mortgage Agents Proficient
ATLANTA, September 8, 2011 -- After engaging Knowlagent, an agent productivity solution for call center agents, American Home Mortgage Servicing Inc. (AHMSI) maintained service with knowledgeable mortgage agents—proficient on frequent regulatory changes—without increasing labor costs. Knowlagent saved AHMSI the cost of two to three employees per month by using idle time to deploy regulatory compliance training, which would have otherwise added to the cost of shrinkage.
AHMSI is required to keep its more than 1,200 call center agents informed of rules and processes to support the latest government, program and state regulations governing its business. Handling inbound and collection calls, AHMSI’s blended agents provide services to homeowners and loan investors in a highly regulated industry.
"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 Call Center Support of AHMSI. "Knowlagent’s RightTime technology helped us maximize operational efficiencies while keeping agents abreast of continuous regulatory demands."
Prior to Knowlagent, AHMSI used a learning management system to train its agents, but finding the time to disperse priority communications either resulted in a negative impact to shrinkage or service levels given the volume and frequency of regulatory updates. As a result, AHMSI implemented RightTime, Knowlagent’s call center productivity platform, to aggregate small increments of idle time and update agents on new compliance directives—turning unproductive wait time into active wait time.
"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."
According to recent industry research, the average call center agent spends 16 hours of every month idle in two-minute increments. Since intra-day scheduling is limited by looking at time in 15-minute blocks, small instances of time become difficult to make productive. RightTime integrates in real-time with the call center’s Automatic Call Distributor (ACD); uses patented technology to monitor the ACD every 15 seconds to identify periods of lower call volume; and aggregates idle time for a group into usable time for an individual.
"Since working with Knowlagent, AHMSI’s quality scores are on the rise, internal processes audits are improved and our compliance engine is sustainable," said Waite.??
Knowlagent is the leading provider of intraday management solutions for contact centers. Its RightTime Technology increases agent productivity and performance by delivering off-phone activities during agent idle time. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent’s solutions every day.
Published: Friday, September 09, 2011