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Outbound Call Center

Employing residents who were displaced from their careers due to COVID-19.


Major Government Company


Area of Expertise: 


Public Sector

The Problem

The City of Birmingham (the City) needed assistance building a remote call center, to employ individuals displaced from their work due to COVID-19. Objectives of the call center included conducting a short survey to understand Birmingham residents’ awareness of COVID-19, explain potential symptoms, and connect them with free resources.

The Solution

In partnership with the City and its subsidiaries Vaco delivered a custom build-out of a remote call center that met the objectives of their COVID-19 strategy. Our team utilized a robust, internet-based application to auto-dial residents, capture data related to awareness and exposure to COVID-19, to then report the data to the public. We quickly interviewed qualified individuals, many who had been displaced from their careers by COVID-19, and on-boarded the workforce to complete the project. We provided training, oversight, engagement and performance management, and weekly analytics.

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