Case Study: National Debt Relief achieves 15% bottom-line revenue growth and improved contact-center productivity with Calabrio WFM

National Debt Relief Increases Productivity While Maintaining Customer Service Levels

National Debt Relief, a leading U.S. debt-settlement firm, faced unreliable contact-center staffing that left customers waiting during stressful moments. Without workforce planning technology in 2019, managers relied on guesswork for staffing, agents made up missed hours ad hoc, and training and coaching frequently disrupted schedules — all of which drove costly overtime and inconsistent service.

NDR implemented Calabrio WFM, rolled out deep workforce-planning training and an internship program, and added weekly online panels plus agent self-scheduling. The changes delivered an 80/30 service level with a 5% abandon rate, lifted contact-center productivity 3% in one quarter and produced a 15% increase in bottom-line revenue, while improving forecasting, reducing hiring costs and boosting agent engagement.

National Debt Relief

Natalia Brown

Chief Client Operations Officer