CredAbility is one of the largest nonprofit credit counseling and education agencies in the United States. With over 300 agents serving clients nationwide, as well as specialized counselors and educators, CredAbility management turned to MTI for help reducing the call load on the Call Center/Counseling Staff. They wanted to focus on building and strengthening relationships through direct follow up, coupled with support and education programs. The IVR solutions developed by MTI increase the critical touch points with consumers to help provide the knowledge and confidence to get them back on their feet during these difficult economic times.
MTI and CredAbility analyzed the needs of the many divisions within the company, and designed both inbound and outbound IVR applications to offload mundane and repetitive tasks from the staff. The IVR programs significantly reduced Call Center costs and freed the Counselors, Client Representatives and other staff members to focus on providing positive, workable solutions for their growing customer base.