MCAP achieves significant reduction in escalations by boosting call center agent knowledge and confidence.
MCAP achieves significant reduction in escalations by boosting call center agent knowledge and confidence.
3 PagesAXONIFY CASE STUDY: Company: MCAP is one of Canada’s largest independent mortgage financing companies, with more than $56 billion in assets under administration. The company operates in two key lines of business: residential mortgages and commercial mortgages & development finance. Industry: Contact Center Key Challenges: • Engage contact center agents ongoing • Increase knowledge retention after onboarding • Reduce manual processes and paperwork • Obtain up-to-date metrics for continual coaching Solution: Implemented Axonify to provide continuous training to more than 200 mortgage specialists and maintain its best-in-class customer service standards. Results: • 94% employee participation on Axonify • Knowledge lifts up to 21% • 20% reduction in escalations • 86% call quality rating
