Scheduling Pro - Live Service Agents Overcome 'Blockbuster Blizzard' with All-Hands-on-Deck Approach
“Teamwork makes the dream work” - John C. Maxwell.
John C. Maxwell’s quote certainly rang true and echoed throughout Schedule Engine in late December 2022. We all recall the headlines from December 21st, 2022. USA Today warned of the “blockbuster blizzard” that would make its way across the central and eastern United States over the holidays. Schedule Engine prepared for a busy weekend, and our infamous “all hands on deck” meant just that! Agents from around the globe forfeited holidays with their loved ones and came in to work to assist with the unprecedented volume responding to over 33,000 calls and chats. Personnel from many departments swiftly bounced into action and joined our agents in helping one distraught customer at a time.
The Arctic blast left millions of homes without power! This impacted our clients as well. Due to widespread power outages, they could not get to the offices and answer their phones. Our empathetic and dedicated agents were able to fill this temporary gap and schedule appointments to bring customers the much-needed assistance they required. We assisted around 22,000 customers in booking appointments to address their concerns. During that time, our team saw a significant increase in appointment bookings, going from one appointment scheduled per minute to an impressive four per minute.
Teamwork does make the dream work! At Schedule Engine, we are united by a sense of purpose; the whole is much greater than the sum of its parts!
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