The challenge

A leading national pharmacy retailer entered into an agreement with the Centers for Disease Control and Prevention to participate in the Pharmacy Partnership for Long-Term Care Scheduling Program and act as one of the official COVID-19 Vaccination Program Providers for the community once the vaccine was available for general distribution. Anticipating an enormous surge in customer volume, the company needed a reliable partner that could help it quickly ramp and expand its customer support and assist with scheduling, with well-trained, experienced associates.

Our solution

Based on our reputation and proven success rate as a customer experience provider, the pharmacy selected TTEC as its partner. We sprang into action. Our talent acquisition teams quickly mobilized to recruit in multiple geographies and onboard nearly 500 at-home associates to answer questions from callers about the COVID-19 vaccine, where to get it, what to expect, and more.

Our knowledgeable trainers provided the associates with an immersive and focused training course. Based on our experience handling surge volume in difficult times, such as in the wake of a natural disaster, we knew that it was crucial for associates to convey confidence and reassurance. We also knew that genuine, human interactions can make a difference. We worked with the client to equip our associates with extensive and accessible FAQ materials about the vaccine and team leads were on hand to provide assistance, allowing the associates to focus on their conversations with callers.

The results

We ultimately ramped 650 associates in fewer than four weeks (the client requested an additional 150 associates as we were ramping). The project is ongoing and the associates are prepared to answer a wide range of questions from “Am I eligible to receive the COVID-19 vaccine?” to “Which vaccines are offered? Are they safe?” and many other questions.

Now more than ever, companies must be proactive in preparing for customer support spikes — both unexpected and planned. At TTEC, we’ve supported both planned and unplanned high-volume events for years. From talent acquisition to training, technology, and care operations, we are experts at ramping up or down quickly to meet demand.