Nissan Motor Acceptance Corporation (NMAC), including its Infiniti Financial Services (IFS) division, is the automotive financial services arm of Nissan North America. Established in 1982, NMAC's primary emphasis is to purchase from its Nissan and Infiniti dealers retail and lease contracts for their customers. NMAC also provides wholesale inventory and capital and mortgage loan financing to Nissan and Infiniti dealers. The company offers financing for the complete line of Nissan and Infiniti vehicles sold in the United States.

Since eQuality's implementation, productivity among newer agents (those with less than 120 days of experience) has grown by 40 percent, with more experienced agents also realizing productivity gains in the neighborhood of 6 percent. In addition, new agents have lowered their average handle times by 33 percent, and veteran agents have seen their average handle times decrease by 25 percent. Overall quality scores have risen by 32 percent, and the agent attrition rate has fallen below 10 percent annually. “If we hadn't seen these improvements, it would have cost us close to $1 million to hire and train new agents to achieve the same performance,” says Sean Hicks, NMAC's senior manager for consumer communications.

• Grew new-hire agent productivity by 40 percent
• Decreased average handle time by 33 percent for new hires and 25 percent for more experienced agents
• Increased quality scores by 32 percent
• Improved agent attrition rate to less than 10 percent annually