When disaster strikes, spikes in call volume, chat and email can be overwhelming to your organization’s normal capacity. At Direct Interactions, our reliable, cost-effective cloud-based customer service solutions easily adapt to capacity surges. To ensure the success of each call type, we employ business analytics services through interactive visualizations and rapid-response quality assurance. Our priority is to ensure reliable and efficient service with accuracy and empathy for those affected by emergency or catastrophic events.
211 services have never been more important than they are today. With resources stretched to the limit, being able to communicate with a single point of contact for information provides calm for a community reaching out for assistance. Our CS experts provide empathy and resources to citizens in need. When calling for assistance, people want to be reassured that they can find the information they need quickly. We cut through the confusion and provide each caller with a safe, non-judgmental place to receive the most updated and accurate information provided by the DOH, the CDC and State agencies.
When a phone call is not the first choice for your customer, omnichannel contact options help increase engagement and efficiency. Whether over-the-phone or through online mediums, we are here to guide your customers every step of the way.
COVID-19 has stretched healthcare agencies beyond their normal capacity. Our distributed workforce of US-based agents supply the scalable and reliable resources desired to alleviate spikes in your contact center’s call volumes. From contact tracing to vaccine support, our skilled team of customer service experts offer empathy and accuracy for callers seeking assistance for their healthcare concerns.
Combating the COVID-19 pandemic through contact tracing requires a scalable staff of customer service experts focused on accuracy, efficiency and empathy. Even as citizens are slowly regaining employment, our US-based workforce continues to deliver premium quality support for government agencies and disaster response organizations alleviating capacity burdens on existing infrastructure.
One specific challenge to contact tracing is overcoming people’s learned reluctance to sharing personal information over the phone. Consistent messages from trusted local institutions have proven successful in building people’s confidence to safely participate in contact tracing programs. We continue to build that trust through our commitment to customer engagement with a focus on active listening and empathy.
At the height of the pandemic, Direct Interactions serviced state and local health authorities to bolster vaccination efforts. Although vaccination rates have slowed, efforts continue across the country to assist citizens seeking scheduling opportunities. Our US-based team of empathetic customer service experts support trusted organizations to help schedule appointments for those seeking vaccination for individuals and their families.
In the wake of the COVID-19 pandemic, record job loss prompted immediate response from state agencies to expand unemployment claim processing capabilities. Direct Interactions is proud to have answered the call to assist the unprecedented sudden influx of people filing for benefits with empathy and efficiency. At its peak, our agents alleviated the burden on agencies infrastructure to answer calls for concerned citizens and first-time filers through complex UI benefit scenarios.
Filing claims is only part of the contact center solution we provide. Our agents are skilled processors navigating callers through work search requirements, document submissions, intricate questionnaires and appeals submissions. With real-time communication and fast-track coaching solutions, our management and call-taking teams worked seamlessly to uphold superior customer service standards.
PUA, a newly originated program created to assist those who do not qualify for traditional unemployment benefits, has played an integral part to address the massive unemployment caused by COVID-19. Our team of experts contributed to collaborative efforts between UI and PUA to direct callers for correct processing, address fraud concerns and provide guidance for appeal document submissions.
Providing crucial public assistance services for low-income families and their children has never been more important as a safety net for our most vulnerable citizens. Let our reliable and scalable US-based workforce provide operational assistance for citizens that require Temporary Assistance for Needy Families (TANF) or Supplemental Nutritional Assistance Program (SNAP) benefits.