Our Client
Acted as an approved subcontractor to the New York City Metropolitan Transit Authority’s (MTA) COVID 19-Hotline.
Telecom’s Services
We provided 24/7/365 inbound and outbound voice and data entry services for MTA employees calling to report a COVID diagnosis, COVID exposure, or to update an existing case. Our COVID call center agents handled intake services, gathered required information, and offered direction based on responses to specific questions. These services were delivered for over 2.5 years, until call volumes declined to a level that could be managed internally by MTA staff.
The Challenge
To rapidly ramp remote staff during the Delta and Omicron variant surges, Telecom provided up to 100 work-from-home, US-based W2 employees to accommodate unpredictable call volumes. Similar to other COVID-related programs, all staff were quickly and efficiently trained and onboarded to client-provided telephony and software platforms. Training was conducted using a combination of LMS and instructor-led video class sessions.
Our Approach:
- Utilized our extensive recruiting network to identify, interview, hire, and onboard employees to help staff the program quickly and efficiently.
- Applied our WFM resources to successfully navigate massive interaction fluctuations, requiring flexibility with staff levels to accommodate rapidly changing call volumes.
- Implemented an agent plan for education, inspection, individual feedback, and motivation.
- Introduced an ongoing forward-looking strategy tracking national and internal COVID trends to help identify expected call volume needs.
- Worked with stakeholders to move the entire MTA from a legacy-based telephony platform to a CCaaS solution.
- Provided C-level Executive oversight.
Results
- Exceeded service level expectations by maintaining an average speed of answer (ASA) of 60 seconds and ensuring that 95% of calls were answered.
- Due to our strong performance and collaborative approach on the program, we expanded our relationship with the MTA to provide contact center services for the NYC Access-A-Ride Paratransit Service.