Consistency is Key: Using AI to Drive Call Center Consistency and Excellence

Overview

One of the nation’s leading mortgage lenders and servicers, handling over 12 million calls annually, faced a growing challenge in its contact center: how to deliver consistent, high-quality customer experiences across a large, geographically distributed team. With hundreds of agents spread across onshore and offshore locations, maintaining regulatory compliance and a unified customer journey became increasingly difficult. To solve this, the organization turned to Patrick Joyce and his product team to develop an AI-driven solution that could close the gap.

The nature of mortgage servicing involves high-emotion conversations and strict regulatory obligations. Patrick’s team identified a persistent issue: while individual agent interactions often scored well, the broader customer journey lacked consistency—creating gaps in trust and satisfaction. Traditional training tools did little to ensure consistency in handling specific conversations across the company’s global call centers. The team needed a way to guide agents in real time, to ensure they were equipped to handle difficult conversations consistently and compliantly.

The Challenge

Under Patrick’s direction, the team designed and implemented an AI-powered real-time alert system that listens to live calls and provides in-the-moment prompts to agents. These alerts were tailored to support compliance, improve emotional consistency, and ensure a seamless customer experience.

Rather than measuring success through basic engagement (like whether an agent clicked a link), Patrick redefined the performance framework to focus on actual behavior change. Every alert required a specific verbal or workflow response, and agent adherence was monitored to refine the system.

Patrick’s team prioritized user experience from the outset. They discovered that alerts needed to be visually distinct and properly timed. The team tested various configurations to avoid cognitive overload and calibrated alert frequency to maximize impact without overwhelming agents.

The Solution

  • Escalation rates dropped by 58% as agents were better equipped to handle challenging calls in real time, reducing supervisor intervention.

  • Agent consistency improved across all locations, with scripted adherence increasing by over 40% in key regulatory and high-emotion conversations.

  • Onboarding time for new agents decreased, as real-time alerts provided guided support that accelerated learning and improved performance from day one.

The Impact

This AI-powered initiative redefined what’s possible in large-scale contact center operations. By streamlining workflows, strengthening compliance, and driving consistency across every customer interaction, Patrick and his team delivered measurable impact. Their results not only improved business performance—they earned industry recognition, winning Contact Center Innovation of the Year at the LISTEN 2024 Conference. In an environment where compliance and consistency are critical, this initiative stands as a model of operational excellence and innovation.