Case Study: National Rural Telecommunications Cooperative (NRTC) reduces admin time and saves 178+ hours annually with Alvaria Workforce™

How the National Rural Telecommunications Cooperative transformed their workforce management with Alvaria Workforce, reducing manual tasks, improving scheduling, and saving over 100 hours annually

National Rural Telecommunications Cooperative (NRTC) Managed Services supports broadband and telecom providers across rural America and handles about 1.5 million customer interactions annually. Their legacy scheduling application couldn’t forecast accurately, required frequent manual exports, and couldn’t highlight coverage gaps when agents—who may be trained to represent 30–40 different companies—left, leaving staffing and scheduling for hundreds of client companies at risk.

After an impartial vendor review with Call Design North America, NRTC implemented Alvaria Workforce™, which delivers day/time forecasting, gap detection, ADP-integrated automated PTO approvals, and adherence tracking. The platform cut PTO review from 2–3 hours to 1 hour weekly (saving 100+ hours/year) and reduced adherence reviews from 2 hours to 30 minutes weekly (saving 78 hours/year), improving efficiency and ensuring consistent coverage for all clients.

National Rural Telecommunications Cooperative

Rich King

Chief Operating Officer