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success story

Next-gen contact center for inclusive learning

Enabling the New York City Department of Education (DOE) to quickly scale up its contact services during COVID-19 for student support.
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the challenge
The transition to remote and blended learning due to COVID-19 has led to a surge in support requests at the DOE Help Desk, with call volumes increasing from an average of 900/day to a peak of 20,000/day. The existing support model was not designed to handle this surge, leading to longer wait times and high abandonment rates.
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the solution
DOE engaged with Nagarro to urgently scale up its service desk. Acknowledging this emergency, Nagarro initiated the project within 3 hours of the award, and the first batch of agents went live within 7 business days. The Contact Center team has helped the DOE reduce its ticket backlog of 40,000+ support requests.
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the outcome
Today, our integrated contact center solution serves as a steadfast partner, providing enhanced 24x7 customer service to parents/guardians, students, and DOE staff. We provide support to students in homeless shelters, ensuring their well-being through 24/7 customer service. At Nagarro, we continue to collaborate with the DOE on the digital transformation of their service desk, delivering a high-touch experience to New York City families every day.

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