New Solution Boosts Training at AHMSI

American Home Mortgage Servicing Inc. (AHMSI), based in Coppell, Texas, has deployed a new system to keep call center agents up-to-date on regulatory changes.

[IMAGE]

AHMSI has more than 1,200 agents who handle inbound and outbound collection calls. The servicer had relied on a learning management system to train its agents but had difficulty finding the time to use the technology without taking the agents away from their duties, hurting service levels, according to Atlanta, Georgia-based Knowlagent, which supplied its RightTime technology to AHMSI.

""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, AHMSI senior vice president of call center support, in a prepared release.

""Knowlagent's RightTime technology helped us maximize operational efficiencies while keeping agents abreast of continuous regulatory demands,"" Waite said.

The RightTime technology provides training resources that AHMSI agents can use during idle time so they don't have to leave their desks for extended periods for training classes.

Knowlagent said that call center industry research shows that the average call center agent spends 16 hours of every month idle in two-minute increments.

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.