This week we had the pleasure of presenting our case study with Oregon 211info – how 211info and the Oregon Department of Health quickly and efficiently created a call center in response to the H1N1 influenza epidemic, creating a model for other quick-response, temporary hotlines.
In the fall of 2009, 211info and the Oregon Department of Human Services, working with BetterWorld Telecom, created a comprehensive hotline with a supervisor, a staff of 20 temporary information and referral agents, continually updated information, partners in nurse triage and clinic support offices, and administrative help from 211info. From Oct. 12, 2009 to March 31, 2010, the influenza hotline received 20,860 calls; 85 percent of those calls were received during the first 45 days of operation.
In just a matter of weeks, Oregon 211info and BetterWorld deployed a 20+ virtual call center utilizing BetterWorld’s Broadsoft Call Center module, with DSL/T-1 connectivity and PolyCom phones & they were receiving over 1K calls per day within the first week. Yesterday we presented the case study to the Customer Service and Support Professionals (CSSP) organization, in Portland. It was a great group that came in as far as Seattle to hear the amazing success story presented by 211info.
For the full case study, visit our customer case studies at the BetterWorld Customer page. For more information on Oregon 211info, click here.