Case Study: TNCSA achieves faster response and agent coaching with Dialpad

How the TNCSA coaches agents faster

TNCSA, a public services organization supporting urgent needs like social work assistance and a domestic violence helpline, needed a faster, more reliable way to manage calls. Before using Dialpad, its queue-based system caused outages, dropped calls, and slow transfers, making it harder for staff to respond quickly in critical situations.

With Dialpad’s AI-powered communications, including call routing, AI Transcriptions, and AI Scorecards, TNCSA streamlined call handling and agent coaching. The agency cut new-hire training from 3 weeks to 4 days and saves about 1.5 hours per day using transcriptions instead of replaying calls, while AI Scorecards help deliver more precise feedback and improve service for Tennessee residents.

TNCSA

Taylor Jones

Director of Technology