National Debt Relief Increases Productivity While Maintaining Customer Service Levels
Increase in contact centre productivity
in a single quarter
in a single quarter
Increase in bottom-line revenue
in first quarter
in first quarter
At a Glance
Company National Debt Relief
Industry Financial Services
Products Used Calabrio WFM
About National Debt Relief
Headquartered in New York City, National Debt Relief (NDR) is one of the U.S.’s largest and most reputable debt settlement companies—and the top-rated one at that. Through education, financial consultations and individual customer service, NDR helps Americans rid their lives of burdensome debt and re-establish financial stability as quickly as possible.
Forecasting and staffing approach grows bottom-line revenue 15% by massively improving agent productivity
People reaching out to National Debt Relief’s (NDR’s) contact centre 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 the week; and meetings, trainings and coaching happened all day long. No adequate forecasting tools also meant managers had to rely on “gut feel” when assigning costly overtime.
To become the effective, efficient customer service organisation its clients needed, contact centre leaders knew they had to creatively streamline and improve their forecasting and scheduling process. It was time to invest in a robust, modern workforce optimisation (WFO) platform—that’s when NDR selected and deployed Calabrio WFM.
NDR contact centre leaders also implemented deep, ongoing workforce planning training for all workforce leaders and team members, as well as an internship program that helps train aspiring WFM analysts.
Then, to increase transparency during COVID, leaders launched weekly online panels that foster more interaction between and with agents, and allow agents to anonymously ask questions about any area of concern—such as when furloughed workers might return to work or what the latest news from the organisation means for their roles.
What’s great about Calabrio’s self-scheduling capability is that it lets agents manage and change their own schedules as unexpected things happen throughout each day, without negatively impacting the contact centre’s service level.”
Chief Client Operations Officer
National Debt Relief
With Calabrio WFM, NDR’s Client Success contact centre now maintains a service level of 80/30 with a 5% abandon rate while enabling its agents to meet aggressive individual KPIs. Even more impressively—as the result of smoother, more effective and reassuring client interactions—contact centre productivity rose 3% in a single quarter, driving a corresponding 15% increase in NDR’s bottom-line revenue during that same time period.
Workforce planners now can ensure the contact centre is always staffed optimally by accurately predicting when and where agents will be needed at any given time. Contact centre leaders enjoy a more efficient contact centre and shrinking new-hire costs. And better-trained, better-engaged, compassionate and confident agents can manage and change their own schedules as unexpected things happen throughout each day—without negatively impacting the contact centre’s service level—while increasing their dials.
More stories from Calabrio Customers
Discover how automated forecasting improves staffing plans while mobile WFM access empowers agents of Fexco
Idaho Central Credit Union
Read how predictive analytics helped Idaho Central to increase NPS by nearly 20% in only two months
Credit Union of Colorado
Learn how Credit Union of Colorado migrates to the cloud and adds Calabrio Analytics