Covid- 19 Response Service

In a time of Crisis Response, providing your customers and employees with access to timely and accurate information in a way that is scalable and allows you to allocate constrained Human Resources to the most urgent and high-skilled positions as possible is critical.

However, staffing a contact center during a public health crisis is a challenge. When call volume spikes or when there are not enough people to staff the call center, this will lead to long wait times for callers and high abandon rates. In these conditions, callers will not have access to the information they need or may become frustrated by having to wait so long to speak to an agent.