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Case Study

Tackling Tennessee’s surge for pandemic relief

The Tennessee Department of Human Services (DHS) needed call center assistance to deal with massive COVID-19 call volumes.

Call for change

When tech meets human ingenuity

A contact center assessment for the Families First service center.

A childcare process efficiency assessment focused on improving processes and removing redundant parts of childcare applications as submitted by essential workers for pandemic childcare benefits.

Launch of a virtual agent proof of concept with no additional investment required by the state.

A valuable difference

AVA virtual agent

33

minute reduction on Average hold time. From 38 to less than five minutes.

98%

proportion of calls answered. It increased from 74% to 98%.

45%

of callers who didn’t require a live agent because their questions were answered by the interactive voice recognition system.

350K

of questions handled by Ava from residents. It continues to operate successfully.

A new operating model to consolidate support functions between the field offices and the contact center.

Enhanced call routing to improve customer experience.

A customer engagement strategy focused on capabilities by channel.

Meet the team

Eyal Darmon

Managing Director – Strategy & Consulting, Public Service

Tami Waggoner

Managing Director – Strategy & Consulting, Customer Sales and Service, North America

Elizabeth Wright

Managing Director – Public Service, Client Account Lead, North America
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