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 Case Studies A Case Study: Nationwide Credit, Inc. Managing Call Center Operator's Telephone Productivity in Real-Time and On-Demand by Site and Globally with Monitor Alarm Implementation. About NCI Nationwide Credit, Inc. (NCI) is the largest debt collection call center in the United States with more than 13 locations nationwide. NCI's employees are responsible for generating over 170,000 collection calls per day. In order to maximize call activity NCI uses predictive dialers, which automatically places calls until it reaches a connection and then passes the call to the next available operator. Where they were Each NCI location had its own PBX and stand-alone call accounting system. The stand-alone system was located in the phone room along with the PBX and was found to be unreliable. All reports were run from the stand-alone call accounting system at each location and provided limited data for that location. The Dialer system did not operate with the PBX or stand-alone system and produced its own reports that did not correlate with the call accounting reports. Where they wanted to go In order to maximize employee call activity and accurately track employee call volume NCI wanted to be able to analyze the productivity of their call center operators by location in real-time and on demand. NCI was looking for a call accounting system that would provide a centralized solution incorporating 13 sites. NCI needed a call accounting system to provide on demand productivity reports, by operator, in all locations and have the information available to its managers. Additionally, NCI wanted enhanced reporting that would provide a real-time analysis of each collection operator/agents call volume broken down by minimum call duration and maximum call duration. NCI also wanted to implement monitor alarms that would notify the designated department manager if a collection agent's call exceeded the threshold time established for the calling activity. Finally, NCI wanted to have a real time report of the actual cost of the calls and call volume on a site-by-site basis as well as an aggregate corporate view. Where they are NCI operates on a Corporate WAN that supports five production AS/400's and other servers. These five production AS/400's support all 13 locations, nine of which are remote. Each location has an independent database. The PBX's are now accessible by the WAN. The Dialer data is now integrated with the PBX data and for the first time ever they have a complete view of their call activity. This view is by location or a global view. How they got There Implementation of TCM/400 In order to meet the requirements of NCI, it was necessary to expand the reach of the corporate WAN to the PBX's and interface with the multiple PBX's to receive the SMDR information and merge that data stream with the Dialer data stream. The merging of the data enabled tracking of the individual collection agent's call activity, volume and duration along with the ability to run reports by location, globally, by agent, by duration and by volume. Additionally, through system integration monitor alerts were implemented that allow location managers to establish a time threshold per call for each agent. The alerts notify the designated manager if an agent's call exceeds or falls below the specified threshold. TCM/400 provides reports by call duration on both a local and global basis. Impact of TCM/400 The implementation of SDD's AS/400 TCM/400 call accounting software enabled NCI to centralize their call accounting and monitoring with the use of their corporate WAN. The centralization provided the functionality to build data warehouses accessible by location and agent, expanded reporting on line, and the ability to track call volume and productivity from centralized locations in real-time and on-demand. Additionally, TCM/400 processes and costs the calls and provides a detail analysis of the actual costs per agent, by location or in the aggregate. The monitor alerts have given NCI the ability to have real time tracking of every agent's activity and productivity at their fingertips. To learn more aout how SDD solutions help Call Centers optimize their telecom profits and improve customer srevice, please read the NCI Testimonial. |
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