Our Client
Deloitte Consulting contracted with the State of California’s Employment Development Department to provide contact center services that helped accommodate the massive increase in unemployment claim volumes during the COVID-19 pandemic.
Telecom’s Services
Telecom was thoroughly vetted and selected as part of a small consortium of California-based contact centers.
The Challenge
To rapidly staff over 100 work-from-home, California-based W2 employees and accommodate a more than 2300% increase in unemployment claims starting in the second quarter of 2020, all staff had to be quickly trained and onboarded to client-provided systems and platforms. Due to mandatory stay-at-home orders, all training was conducted using both LMS and instructor-led sessions via video platforms—a relatively new approach at the time.
Our Approach:
- Designated and trained sufficient staff to provide timely and quality support to customers with unpredictable call arrival patterns.
- Seamlessly adapted to large and ongoing interaction fluctuations, increasing and decreasing staff levels to accommodate ever-changing call volumes.
- Introduced an additional key management resource, Dedicated Team Leads, to take ownership of escalated tickets and other assigned responsibilities.
- Trained staff extensively in how to effectively empathize and deescalate the unprecedented influx of difficult and emotionally charged call situations.
- Led the charge in managing and coordinating with the end client, a multinational consulting firm, and multiple contact centers to present end users with an improved call experience.
- Provided C-level Executive oversight.
Results
- Telecom agent QA scores and agent KPIs consistently outperformed those of other consortium members, demonstrating our commitment to quality and efficiency.
- We successfully mitigated unprecedented call volumes over a sustained period of eight months, effectively managing the surge until call volumes eventually leveled off.
- Due to our strong performance on the program, we expanded our partnership to include additional government campaigns, further solidifying our role as a trusted service provider.