Case Studies

Nordia Reduces Attrition and Absenteeism with Scheduling Flexibility from NICE WFM

Nordia is Canada’s largest and fastest-growing provider of customer service solutions, with more than 5,000 employees in 13 contact centers with annual revenues of $200 million. Nordia’s winning formula is based on providing a stimulating, rewarding environment for a dedicated team. This project relates to a newly acquired client, one of Canada’s most iconic brands. Nordia was created by Bell Canada in 1999 and provides professional services including customer support (billing, service, technical), sales and loyalty, e-chat, collections, directory assistance, teleconferencing, as well as technology-assisted relay services to facilitate communication for hearing and speech-impaired customers.

The four Nordia contact centers for this brand client, employ 392 agents handling 2.5 million inbound contacts and 7,800 hours of outbound calls annually.