Client: Large State – Work Engagement Team

business challenge:

EFFICIENCY & IMPROVEMENT

Needed to quickly stand up a large-scale team, expand the skill set, knowledge and capability of the analysts as they rolled out a new application and web platform.

Service Delivered:

CUSTOMER SERVICE

solution:

We quickly ramped a large team in July to manage a heavily increased workload of outbound calls and demand that centered around the current unemployment situation. It was imperative that our team members displayed empathy and compassion as the customer base was in a stressful environment.

  • With every little client infrastructure processes in place, we built a roadmap and provided initial Provalus customer service training as well as continuous training in an ever-evolving environment.
  • Because of multiple legacy State systems that needed to be utilized, our team members needed to assimilate information very quickly while having the ability to multitask between systems.
  • During the first few months, the state also rolled out a new web application and website, which our team easily ingested and transitioned from previous processes and systems.

IMPACT: