While most people think that the only purpose of a contact center is to make businesses money, there are plenty of centers, government agencies and centers run by non-profit organizations, that work hard to make sure people are safe and happy as well. Whether talking about a center that is striving for the bottom line, or one that providing critical information and assistance for average citizens as quickly as possible, the end goal is always making sure the callers are satisfied with the results.
Call centers that deal with real emergencies have a different measure when it comes to success. This is why the 1-1-7 Ebola Call center in Freetown, Sierra Leone and the 7-1-1 number are both incredibly helpful when it comes to dealing with this dangerous and infectious disease. Operators work in three shifts, answering questions about Ebola, 24 hours a day and seven days a week. The operators also take calls from people looking for a burial team for someone who died. These teams will test the person who passed away for Ebola and then give them a safe and dignified burial.
The personnel and technology upgrades the CDC and eHealth Africa have recently made to the contact center have worked wonders. Operators are now able to be much more responsive to the aid of someone who really needs help or information.
Until August of 2014, just seven people worked at a facility that has been upgraded and that now has more than 100 employees. The CDC invested in something it knew the area needed badly. Since the CDC first started investing in the center, the SaportaReport says that other companies and investors have come along, seeing just how important the contact center really is.
This is a contact center that unlike commercial ones does not have a financial bottom line. Instead, this center’s bottom line is making sure as many people as possible are as prepared as possible, when it comes to Ebola. It is also a great example of how upgrading contact centers can increase operational efficiencies and effectiveness. In short, doing good while operating well.