Case Study: NRTC Decreases Agent Attrition by 32% With Creovai

NRTC is a member-owned cooperative serving rural electric and telecommunications providers across the US. They provide a wide range of solutions, including white-labelled contact centre services for over 320 organizations.

Supporting hundreds of members – and their approximately 2.5 million customers – means NRTC’s contact centre agents must be able to efficiently navigate a wide range of troubleshooting processes and technologies.

The Challenges

As a contact centre service provider for utilities and telecom companies, NRTC needs agents who can troubleshoot technical issues and handle volume volatility caused by unpredictable weather events.

Before 2020, they required applicants to have previous contact centre experience even to be considered. But post-pandemic, shifts in the labour market mean there is a smaller pool of experienced agents applying for contact centre jobs.

“Those previous experience requirements are no longer applicable,” says Rich King, Chief Operating Officer of NRTC Managed Services. “Today, we’re the first contact centre job for many of our agents.”

“Before Creovai, we were using Google Docs,” says Olivia Grimstead, Programs Manager at NRTC Managed Services.

“It worked up to a point, but there was a lot of information thrown in there, and we regularly had to go through multiple pages of information to make sure everything lined up.”

The Results

Creovai’s real-time guidance and conversation intelligence solutions have played a big role in NRTC’s efforts to support their agents and deliver consistently high-quality customer service for their members.

King notes that Creovai has contributed to some notable improvements to key performance metrics, including a:

• 42 second reduction in average handle time (AHT)
• 32% decrease in agent attrition
• 12% increase in average QA score

The reduction in AHT alone has contributed to significant cost savings, with every 15 seconds of AHT reduction equalling 3–4 full-time equivalents.

The savings have covered the investment in Creovai and helped NRTC Managed Services come in well under their annual budget.

The Future

NRTC continues to look for ways to expand their use of Creovai and help their agents work even more efficiently.

According to Grimstead, the next initiative involves incorporating more APIs and integrations to improve real-time workflows. “We’re automating our troubleshooting now so we can ask our agents fewer questions and still direct them down the path they need to be on,” she says.

King is also looking at opportunities to combine Creovai’s post-conversation intelligence and real-time guidance to eliminate errors.

“If the agent is going down the wrong path in the knowledge base, we want to get to the point where we can use real-time call data to identify that and redirect the agent immediately,” he says.

By continuously optimizing their processes with Creovai, NRTC is overcoming the challenges posed by a tight labour market, complex customer interactions, and call volume volatility.

This allows them to successfully serve as an extension of their members’ support teams, delivering valuable assistance to their customers whenever they need it.

This blog post has been re-published by kind permission of Creovai – View the Original Article

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About Creovai

Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions,  elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence.

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Author: Creovai
Reviewed by: Jo Robinson