Case Study ON THE NICE SOLUTION ABOUT KAPITUS When small to medium-sized businesses need a quick cash infusion, they turn to Kapitus, a leader in the financial lending industry. Compared to larger banks, which often require time-consuming paperwork, Kapitus specializes in quick commercial financing at competitive rates. Kapitus employs 120 agents: 70 sales agents located in New York City and 50 customer service and collections agents who are split between Virginia and Texas. During the COVID-19 pandemic, all agents were transitioned to working from home. The pandemic caused Kapitus’s inbound call volume to rise dramatically: normal monthly call volumes averaged around 900 calls. In April 2020, volumes increased to 2,000 calls. The collections team makes around 5,000 outbound call

Join for free to read