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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.
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.
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.
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.