Ophelos save time scheduling with Dialpad WFM

Ophelos are a new kind of debt collection agency working hard to de-stigmatize the negativity around debt collection. They want to put the feelings of their customers and their businesses first, encouraging engagement to prevent people ignoring their debts and ultimately to improve their financial health.

For Ophelos, it’s crucial to have a system that treats their tight-knit support team with compassion — so they can pass that compassion on to their customers.

Ophelos’ challenges

Aimed at improving financial health, Ophelos requires effective coverage across diverse contact channels for both inbound and outbound communications. Ophelos faced significant challenges due to the absence of a scheduling tool. Initially, they managed with a small team, manually writing down weekly schedules and rotating them across team members.

This method lacked the flexibility and visibility needed for efficient channel staffing, impacting their ability to provide consistent and compassionate customer support.

How Dialpad WFM helped Ophelos

Promoting flexibility

Dialpad WFM’s introduction brought a transformative change to Ophelos’ operations — and earned them a Trust Pilot rating of 4.5 stars. By automating scheduling, Dialpad WFM saved the team considerable time and effort, integrating seamlessly with their time-off system to eliminate manual schedule adjustments. This automation provided much-needed flexibility, enhancing customer satisfaction through more effective channel coverage.

Connecting their team

Through comprehensive visibility into daily tasks and channel staffing, Dialpad WFM helped the Ophelos support team to ensure no customer inquiries were overlooked, in line with their commitment to responsive and empathetic service.

The integration with Slack furthered this by promoting transparency and accountability, core values of Ophelos. This integration meant that team members received notifications, messages, and shift change reminders directly within Slack– creating a more connected and informed team environment.

Human-centered support

Dialpad’s human-centered approach resonated deeply with Ophelos’ ethos of compassion – they believe that “compassion is not a luxury”.

A combination of Ophelos’ dedication to treating customers with understanding and Dialpad’s mission to make work more humane created an ideal partnership. Dialpad’s system allowed Ophelos to extend the same level of compassion and consideration to their support team, fostering a positive and empathetic workplace culture that directly translated into higher quality customer interactions.