Stay ahead with productivity: a top US mortgage experiences surge in agent productivity Case study Background Our client is one of the biggest mortgage providers in the US. Firstsource partnered with them in order to: ? Create a strategy for automation of high volume, low complexity processes ? Increase productivity by reducing training time, improving agent utilisation and reducing cost-to-serve ? De-risk operations by structuring a results-based contract Business challenge ? Siloed and dated legacy processes and applications ? Manual errors and adhoc agent processing 1? High training lead time ? Received case loan documents required segregation and indexing into electronic data management system ? Multiple, unstructured formats and diverse document standards ? Solution deployment restric

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