Case Study: NRTC reduces attrition and AHT with Capacity

NRTC decreases attrition by 32% with Capacity

NRTC, a member-owned cooperative providing contact center services to rural utilities and telecom providers, faced challenges due to a tight labor market and complex troubleshooting needs. Their previous system for storing information was inefficient, making it difficult for agents to quickly find answers during customer calls. They partnered with Capacity to implement its agent workflow and knowledge base solution to provide better real-time guidance.

By deploying Capacity's platform for real-time agent guidance and its conversation intelligence for automated quality assurance, NRTC empowered its support team. The solution delivered significant results, including a 42-second reduction in average handle time, a 32% decrease in agent attrition, and a 12% increase in average QA scores. These improvements led to substantial cost savings for NRTC, which covered their investment in Capacity.

NRTC