Nationwide Credit (NCI) first began outsourced inbound call handling services for the utility industry in 2007. This initial project design called for a 50 associate customer service group tasked with processing residential service initiation, transfers and customer cancellation orders for electricity and natural gas service for one of the largest utility providers in the United States. NCI’s success in managing the key operational performance indicators led our utility customer to request NCI’s assistance in additional call handling. We have now expanded our 50 associate footprint to over 300 associates handling the majority of this utility client’s customer service operation.
Benefits:
Nationwide Credit (NCI) does a tremendous job focusing and performing well on the objectives that matter most to a client. Their ability to perform and execute on all aspects of the partnership is consistently best-in-class. At the end of the day, their execution and response gives me the perception that our partnership matters the most to their business.
We have shared a business relationship with Nationwide Credit (NCI) since December 2006, and we are extremely satisfied with our experience. Our original contract with NCI involved complex account initiation procedures and required NCI to serve as the customers’ first touch point with our company. NCI handles these transactions in a highly efficient and professional manner and has become a seamless extension of our call centers.
We have partnered with Nationwide Credit (NCI) since June 1997. The NCI team consistently demonstrates all the qualities necessary to be a true partner in recovery solutions. I find NCI’s management, both at the executive level as well as the operation level, to be very professional and a true partner in recovery solutions. They are always resourceful and creative working through challenges in our Industry.