Case Study: MCAP achieves 20% reduction in escalations by boosting agent knowledge and confidence with Axonify

Mcap Achieves Significant Reduction in Escalations by Boosting Call Center Agent Knowledge and Confidence

MCAP, one of Canada’s largest independent mortgage financing companies with over $56 billion in assets, runs a high‑volume contact center where agents must give fast, accurate mortgage advice. The company needed to sustain agent engagement (especially among younger staff), improve knowledge retention after onboarding, eliminate manual paper‑based assessments, and get timely metrics to coach agents and reduce escalations.

MCAP implemented Axonify’s continuous, personalized microlearning for 200+ mortgage specialists. Within 90 days they achieved 94% participation, knowledge lifts up to 21%, an 86% call quality rating, a 20% reduction in escalations, and a move away from costly paper processes — enabling better coaching, higher agent confidence, and improved customer outcomes.

MCAP

Lisa Iles

Retention Agent