Case Study: Ophelos saves time scheduling with Dialpad WFM

Ophelos save time scheduling with Surfboard

Ophelos, a debt collection agency focused on compassionate customer support, faced significant operational challenges due to the lack of a scheduling tool. With a small team, they were forced to manually create and rotate weekly schedules, a process that lacked the flexibility and visibility needed for effective staffing across their diverse contact channels. This inefficiency directly impacted their ability to provide consistent support to their customers.

By implementing Dialpad WFM, Ophelos automated its scheduling, saving the team considerable time and effort. The solution integrated with their time-off system and provided comprehensive visibility into staffing, ensuring better channel coverage and preventing customer inquiries from being missed. Dialpad's integration with Slack also promoted team transparency. As a result, a team lead reported saving several hours per week on scheduling, and the company achieved a 4.5-star Trust Pilot rating, reflecting the higher quality of their customer interactions.

Ophelos

Shannon

Customer Operations Team Lead