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National Debt Relief leverages Contact Center AI to uncover unmet needs

NDR needed to uncover insights on customer sentiment to improve service delivery to its clients.

of team working from home
increase in call monitoring coverage
faster evaluations

National Debt Relief needed to uncover insights on customer sentiment to improve service delivery to its clients, while also optimizing quality assurance efficiency. By leveraging Contact Center AI, National Debt Relief has increased call monitoring by 97%, streamlining previously manual, tedious aspects of the QA process to enable deeper insights on voice and chat interactions.

National Debt Relief uses Observe.AI to:

  • Improve and automate contact center workflows, including call analysis, agent evaluations, and compliance monitoring. 
  • Complete agent evaluations up to 5X faster in a data-driven way to provide more relevant, timely coaching 
  • Unlock customer sentiment to reduce customer frustration and uncover unmet needs 
  • Train agents on how to provide COVID-considerate responses ~70% of which are now working from home
“No one wants to talk about debt, but I look forward to a day when it’s no longer a taboo subject,” said Vince Trotter, VP of Quality & Communications. “Using Observe.AI gets us closer to that end goal of helping more individuals get out of debt sooner without spending too much time on the phone managing their debt problems.” 
National Debt Relief is the most-trusted and best-rated debt settlement option in the country.
NDR was only monitoring a small percentage of random calls and QMs struggled to juggle various services and platforms. The result was less impactful coaching and agent development, and unproductive quality processes.
With Observe.AI, NDR monitors 100% of calls, enabling analysts to score calls more accurately and empowering supervisors to drive more impactful, personalized agent coaching sessions.
New York City, NY
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