Even in the most challenging times companies can make life easier for their customers.
While other financial institutions provided blanket deferment options in response to the coronavirus pandemic, New Credit America decided to come up with a different approach – one that aligned with its mission to assist consumers with the restoration of their financial health. Understanding their consumers might be facing additional hardships because of COVID-19, the company shifted all of its efforts into servicing loans and helping consumers adjust personalized repayment plans. This effort required an aggressive and hyper-targeted operational and communication plan and they turned to LiveVox for assistance. You can read the full success story here, but we’ve excerpted some highlights below.
Who They Are
New Credit America is a company “powered by people” and on a mission to solve the debt crises facing hard-working Americans. They operate at the intersection of ‘high-tech and high-touch’ to deliver financial solutions that put each of their member households on the path to financial freedom.
How They Did it
Proceeding with a phased approach, New Credit America successfully migrated service representatives to work from home within a week with full functionality. By using LiveVox’s monitoring, chat, and agent scorecard applications, they were able to maintain communication and visibility for their remote service representatives.
Making the shift to working from home much earlier than most of the rest of the country, New Credit America heeded local shelter in place orders and wasted no time syncing with their LiveVox account managers to get rolling. LiveVox’s account management teams worked in lockstep with NCA to understand and manage connectivity and security concerns. Proceeding with a phased approach, they successfully migrated all service representatives to work from home within a week with full functionality.
What Were the Nuts & Bolts of Setup?
Because listening to the customer is such an integral part of their business, New Credit America emphasized the need to maintain the ease of experience throughout this difficult time. That meant that they wanted to be available on the channels that made the most sense to their customers—voice and SMS.
Next, leveraging LiveVox’s native CRM helped them provide a really streamlined, integrated experience for both customers and agents. Using LiveVox has allowed New Credit America’s service representatives to utilize fewer screens, which translates into fewer tools and systems to master, and consolidates tasks into a single dashboard, ultimately making for faster resolutions.
The attention to detail that service representatives are able to provide without the cumbersome hold times and long queues that sometimes go hand in hand with personal money management has paid dividends for New Credit America in terms of overall customer satisfaction and agent productivity. Learn how New Credit America has been able to help customers maximize their financial health by using LiveVox’s next-generation unified omnichannel platform and meet customers where they are in the New Credit America Success Story.
LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.