×

Healthcare Client Story

Providing Rapid Contact Center Assistance During Disaster Relief

191

contact center volunteers provided

7,000

incoming donor calls handled

$600,000

of the total $1.1 million donated processed by contact center activity

In 2013, Colorado was hit with massive flooding, when more than half a year’s worth of rain fell in the span of just three days. We stood up a 191 person contact center to help the Red Cross support the flood victims.

In early September 2013, residents of numerous counties in central and northern Colorado were victims of historic flooding, as more than half a year’s worth of rain fell in one three-day period. In response, the Red Cross opened shelters and mobilized staff and resources to respond and provide relief to the affected communities.

Although the devastation was heartbreaking, the generosity and compassion of Coloradans was uplifting. Every television station in the Denver-metro area – and some radio stations as well – joined together to host a live broadcast fundraiser to support Red Cross Disaster Relief efforts. Red Cross workers recognized that volume would be beyond the capability of the host site’s phone systems. To help this effort, we provided contact center assistance to support the organization’s fundraising endeavors, answering nearly 7,000 phone calls during the Colorado Flood Relief live broadcast fundraiser within a week of the floods. Overall, 191 employees volunteered to answer incoming donor calls during the Red Cross fundraiser, and we turned our headquarters into a temporary donation center. In addition, we deployed our new proprietary cloud-based technology platform to route and answer donors’ calls and provide reporting on call statistics and volunteer availability. This platform provided a communication engine compatible with any Sessions Initiation Protocol/Voice over Internet Protocol (SIP/VoIP) phone. It also eliminated the need for landline phones for a quick and flexible standup of the donation center.

We were able to mobilize our resources in less than 48 hours to help the Red Cross raise significant amounts of money, with 100 percent of donations received going directly to Red Cross disaster relief and recovery assistance for flood survivors. As our mission statement declares, we consistently aim to impact the communities where we live, operate, and invest. We remained true to our vision, bringing positive change to those residing in the affected areas.

 

How can we help? we'd love to hear from you.

Contact us

SPOTLIGHT

NEWS & EVENTS
CONTACT US

9197 South Peoria Street
Englewood, CO, U.S.A
80112-5833

Phone for general inquiries

US: +1.800.835.3832
INT: +1.303.397.8100

Phone for services information

US: +1.877.206.8119
INT: +1.480.389.1436

 
TTEC Learning and Performance Leader to Present at Frost and Sullivan Customer Contact West Event
Lamont Exeter, learning innovation expert, will share 'The Secret Formula' on October 23
TTEC Announces Global Launch of Humanify™ Insights Platform
Company brings together machine learning and advanced analytics to deliver meaningful insights used to predict customer behavior, detect emerging trends, and identify next best action, enhancing CX
latest news
latest news