Rapid Call Center Deployment for COVID-19 Support
Solix Case Study
Situation
A highly populated state faced an urgent need for call center support to manage COVID-19 test results, which later expanded to include vaccine scheduling. To handle the unprecedented demand, the state sought a partner capable of quickly scaling a contact center solution.
Objectives
- Rapidly scale operations to handle test results and vaccine scheduling inquiries.
- Recruit, onboard, train, and manage 1,500 full-time agents.
- Ensure residents could access their test results and schedule vaccine appointments quickly, minimizing wait times and enhancing the overall experience.
Challenges
- Hardware Procurement: Navigating supply chain disruptions to source equipment during the pandemic.
- Mass Recruitment: Identifying and onboarding 1,500 agents in a short timeframe.
- Training Logistics: Collaborating with the state to develop training materials and efficiently train a large workforce.
- Agent Oversight: Building a robust support structure to ensure quality performance.
Solution
- Virtual Desktop Infrastructure (VDI): Implemented VDI to enable agents to work remotely using their own devices, eliminating hardware procurement and shipping needs while accelerating deployment and ensuring security needs were met.
- Staffing Partnerships: Collaborated with multiple nationwide staffing agencies to expand recruiting capabilities.
- Internal Promotions: Identified and promoted high-performing team members into supervisory roles to mentor and support new hires.
Results
This approach not only met the state’s immediate needs but also demonstrated the effectiveness of agile scaling and leveraging existing resources during a crisis.
- Successfully recruited, trained, and launched 1,500 agents into production within 4 weeks.
- Delivered high-quality support, handling over 5 million calls throughout the engagement.