Case Study: AAA Oregon/Idaho achieves 50% faster outbound completion and a 4% service-level boost with NICE Systems' Workforce Management

AAA Oregon/Idaho - Customer Case Study

AAA Oregon/Idaho is a locally run, not-for-profit serving more than 750,000 members across Oregon and southern Idaho. While handling roughly 900,000 inbound contacts a year, the Membership team’s outbound calling was inefficient—calls were manually assigned via spreadsheets in four-hour blocks, monthly outbound workloads took about two weeks to complete, supervisors spent hours preparing lists, and the organization could not accurately measure outbound AHT or easily reassign agents during inbound spikes.

By upgrading to NICE Workforce Management and releasing outbound calls into a blended, lower-priority queue, agents can smoothly transition between inbound and outbound work and supervisors can forecast and schedule automatically. The change boosted service level by over four percentage points, cut outbound completion time in half using one-third fewer agents, virtually eliminated manual supervisory intervention, and made outbound AHT measurable.

AAA Oregon/Idaho

Melissa Donovan

Resources Supervisor, AAA Oregon/Idaho