National Debt Relief increases contact center productivity while maintaining customer service levels.
National Debt Relief increases contact center productivity while maintaining customer service levels.
3 PagesCASE STUDY 1 CHALLENGES People reaching out to National Debt Relief’s (NDR’s) contact center want to rid their lives of burdensome debt at the least possible cost and re-establish financial stability as quickly as possible. During one of the most anxious times of their lives, any delays NDR customers encounter in connecting with NDR agents aren’t just inconvenient — they quickly can compound an already stressful situation and make matters worse. But in 2019, NDR couldn’t guarantee enough agents would always be available to answer client calls because it didn’t use any type of workforce planning technology. Managers couldn’t accurately determine how many people would be needed at any given time; agents were allowed to make up missed hours whenever they wanted during the rest of th
