National Debt Relief reduces overhead costs by 62% while improving output by 2x

With full visibility into customer interactions, National Debt Relief improves efficiency while reducing fraud and compliance risk

THE RESULTS
2X
increase in output of client care teams
97%
increase in call monitoring coverage
62%
reduction in overhead costs

The Story

National Debt Relief is focused on providing financial assistance and solution options to hundreds of consumers that are looking to reclaim their financial freedom. In an effort to better serve clients, National Debt Relief needed to improve operational efficiency and mitigate compliance risk, which represented staggering potential revenue loss—up to $15M industry-wide, according to Ascent.

The Solution

✅ Reducing overhead costs. National Debt Relief reduced the amount of budget that went towards managing manual operational tasks. Faster processes led to a 66% reduction in overhead costs, which freed up budget for upskilling & hiring for more strategic roles.

✅ Mitigating compliance risk. With full visibility into customer interactions, National Debt Relief was able to improve compliance monitoring efforts by 97%, curtailing litigation costs, reducing compliance breaches, and preventing revenue loss.

✅ Empowering teams to work smarter. With the help of Observe.AI’s automated workflows, National Debt Relief teams can complete the same amount of work in less time, with higher accuracy, and in a single platform. As a result, NDR Quality teams have been able to improve output by 2x.


“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.” 
OVERVIEW
National Debt Relief is the most-trusted and best-rated debt settlement option in the country.
CHALLENGES
NDR was only monitoring a small percentage of random calls for business insights. With high compliance risk, NDR needed a data-driven way to improve agent performance in order to reduce risk while driving client trust.
SOLUTION
With business insights from 100% of calls, NDR improved efficiency costs while empowering agents to elevate performance on key business objectives such as mitigating risk and boosting the client experience.
FOUNDED
2009
HQ
New York City, NY
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