Case Study: Nelnet achieves 30% fewer customer complaints and 73% fewer compliance errors with NICE Systems Interaction Analytics

Nelnet - Customer Case Study

Nelnet, a diversified financial-services company that services over 6 million customers from contact centers in Nebraska and Colorado, needed more rigorous quality assurance to protect customer satisfaction and meet strict federal servicing requirements. Their QA program relied on random call sampling and manual scoring, limiting visibility into root causes of complaints and making it difficult to demonstrate QA value—an issue that directly affects loan allocations tied to borrower satisfaction.

Nelnet integrated NICE Interaction Analytics with its existing NICE recording, workforce and interaction management solutions, established a dedicated QA team using speech analytics and targeted monitoring, and shifted coaching toward prevention and process improvement. The change delivered measurable results: a 30% drop in customer complaints, a 73% reduction in compliance errors, and contact-center scores above peers (3% higher overall satisfaction and 4% better query resolution time), while improving audit responsiveness and prompting plans to expand NICE analytics further.

Nelnet

Candy Cartwright

Contact Center Director