As one of the densest cities in the nation with over 1.6 million daily commuters into Manhattan, New York City was hit the hardest by COVID-19 in early 2020. And when vaccines were rolled out in late 2020 the city struggled to handle the massive influx of calls to book vaccination appointments. Because many families were busy and unable to book during typical business hours, they needed to provide 24/7 support. Although the New York City government was working with an existing BPO, they were struggling to schedule agents for overnight and weekend shifts. The existing BPO decided to partner with Omni to quickly fill these shifts. Because Omni has a vast network of over 110 thousand workers across the US, we can quickly ramp staff to fit clients’ needs. Due to the immediate need, Omni sourced and trained 90 workers in just 48 hours.
Overnight and weekend shifts are typically hard to schedule in traditional brick-and-mortar call centers, but with Omni’s vast network of workers, we were able to find the right people for the client. Omni sources from groups like military attached, single parents, and teachers who are highly qualified. These groups are inherently more willing to work overnight and weekend shifts. If Omni is short on workers for an upcoming shift, they automatically alert their network via email, text, and Microsoft Team notifications providing incentives and surge earnings to pick up the shift.
New York City and its existing BPO needed help quickly. They wanted to have 90 workers on the phones in just 48 hours. Omni was up for the challenge.
Omni was the only BPO that could hire and train workers on the timeline they required. What other BPOs are incapable of doing, Omni can achieve because of its proprietary sourcing and digital training. Omni is able to achieve speed and flexibility traditionally unheard of in the call center industry.
Because Omni has an active platform with over 110 thousand workers, it was easy to fill the overnight and weekend shifts in just 48 hours. The client needed to double the headcount by the end of the month. As the state of COVID changed while working with the client, Omni effortlessly scaled workers up and down to meet the demand. In addition to scaling up and down to save the client money, Omni also scheduled shifts in 30-minute increments for more accurate forecasting and efficiency.
The client was unsure that Omni could deliver a team of trained workers, but within days they trusted Omni for filling the overnight and weekend shifts.
The New York City government and its existing BPO partner continued to reach out to Omni about outstanding call reviews and how impressed they were with the network of Omni workers. The existing BPO stated, “We just do not receive compliments from [New York City] like this! The second time in the last couple of weeks they went out of their way to send an email with compliments only and they are both your workers!”
In addition to the feedback around Omni’s skilled and dedicated workers, the BPO also shared that customer satisfaction ratings of the interactions handled by Omni outperformed their own internal customer satisfaction scores.
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