“The program’s success was made possible by an extraordinary team attitude from all partners.”ĭMI also developed robust dashboards that allow the state of Maryland to monitor real-time analytics such as number of calls answered, average hold time and number of outbound calls. “The success of the contact center solution was a team effort across all partners,” says Wesley O’Brien, Atento’s Commercial Vice President. The support center solution has the capabilities to handle more than 70,000 calls per day. Since March, the vaccination support center has served 1.4 million Maryland residents. It also conducts proactive outreach to provide equitable vaccine distribution and set appointment schedules to all residents in the state. The supportcenter solution enables government institutions to easily manage the increased incoming call volume associated with the current pandemic environment. “With our partners, we’re also conducting multiple outbound campaigns to prioritize delivering educational information and equitable access to schedule their vaccine appointments.”

“The hybrid of digital and human offerings allows residents to get their questions answered in a more efficient manner while opening up phone lines and live agents for those needing more assistance,” said Oreb. The logistical challenges presented through the high transmission of the pandemic and social distancing norms meant that public administrations needed to find workable solutions to protect all people, especially the most vulnerable, while trying to work as quickly as possible to avoid slowing down the roll-out efforts. “In a matter of days, we were able to develop an overall plan and solution for the infrastructure and bring in Atento and NTT as reputable partners to assist with implementation.” “Our priority was establishing a statewide support center and hotline that would be easy to use and efficient in handling massive volume of calls and inquiries ,” said DMI President, Managed Mobility Services, DJ Oreb. Users of the new service are first triaged for vaccination eligibility and then given options to self-schedule request a phone call back request an text back or send questions via an auto bot or live representative. The new COVID-19 vaccination support center utilizes digital solutions and human resources to meet citizens’ needs and preferences. DMI partnered with two industry leaders for executing communication with residents-Atento, one of the world’s top five providers of customer relationship management and business process outsourcing, and NTT Data, a global digital business and IT service provider.

– April 13, 2021 – DMI, a global digital transformation company, played a vital role in building the infrastructure for state of Maryland COVID-19 vaccination support center, which allows citizens to preregister for the state’s mass vaccination sites, schedule their vaccine appointments, modify their existing appointment and communicate with a support center agent with any COVID-19 related questions. Connected Vehicle Technology & StrategyīETHESDA, Md.Experience with handling confidential employee information.Motivate agents at all times and encourage them to always work there best.Develop agents to there maximum potential.Schedule one on ones with each agent to evaluate there individual numbers and what are the future action plans if necessary.Monitor calls to ensure they meet quality assurance standards and are providing exceptional customer service. Such as AHT, NR, ACW, Attendance ( adherence) etc. Lead group huddles with group statistics to point out what areas need improvement and in which areas they are doing great.Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Monitor queue and track inbound calls.Take escalated calls my agents can't handle and be available when an agent appears to need assistance.Manage by walking around and being visible to answer questions.In charge of supervising customer service agents in terms of the overall quality of their work specifically in the Customer Service department.Call Center Supervisor, Dec 2011 ‐ Current Atento Inc, Caguas, PR

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