Investing in employee knowledge and confidence pays off by significantly reducing escalations.
One of Canada’s largest independent mortgage financing companies with more than $56 billion in assets under administration.
Empower contact center agents to deliver best-in-class customer service that keeps clients coming back.
Provided continuous training to more than 200 mortgage specialists to increase engagement and knowledge retention.
MCAP improves its rates:
Call quality rating
Reduction in escalations
“At MCAP, we truly talk the talk and walk the walk. We have a performance-based culture that begins with training and development and continues to ensure we’re hitting the targets we set out to achieve. We wanted something that was new, something that was fresh and something that was technology-based to support everyone from the top floor to the shop floor. Axonify fit the bill.”