Business
TTEC Helps Secure Over $8 Million to Aid 25,000 Struggling North Carolina Families in Record Time
TTEC selected to deliver rapid deployment of contact center technology and support services helping low-income families apply for COVID-19 state grant funds
About this update from Ttec Holdings, Inc.
[{"type":"text","content":"TTEC selected to deliver rapid deployment of contact center technology and support services helping low-income families apply for COVID-19 state grant funds ahead of deadline.\n\n\nCHARLOTTE, N.C., Dec. 21, 2020 /PRNewswire/ -- Amid the chaos of the COVID-19 pandemic, TTEC helped the Charlotte Center for Legal Advocacy, organizers of 335forNC, stand up a contact center in under 72 hours to assist low-income families in applying for grant funds from the North Carolina Department of Revenue (NCDOR).\nThe program provided $335 in COVID-19 relief funding to low-income families as part of the NCDOR's N.C. Extra Credit Grant program. The original Oct. 15, 2020 deadline was extended to Dec. 7, 2020 requiring 335forNC to mobilize extra support quickly in order to help eligible families complete applications in a short timeframe. \n\"TTEC's CXaaS platform provided 335forNC with the ability to rapidly deploy both the citizen engagement technology and the multilingual support required to serve a diverse set of families. The main goal was to assist families in need, and we were fortunate to gather the resources to navigate them through the application process. A combination of leadership experience at the frontline and leveraging TTEC's technology allowed our teams to build a strong bridge to aid these North Carolina families,\" said L.T. McCrimmon, administrator at 335forNC.\nWithin 72 hours in late November, TTEC had set up contact center infrastructure and staffed 60 experienced public sector agents to answer questions related to the grant application process. During the two-week extension period, TTEC helped nearly 25,000 families complete applications to the fund, resulting in over $8 million in grants. \nTTEC relied on the ability to rapidly deploy its CXaaS platform, combining its Humanify Cloud contact center technology with its contact center staff's relevant experience, who recently assisted residents in Texas to apply for unemployment during the pandemic. These employees, already familiar with similar application processes, quickly pivoted to help with minimal extra training needed.\n\"TTEC is proud to assist the North Carolina community and support families in need. 335forNC relied on us to do in 72 hours what for many providers would take six months,\" said Nick Cerise, Chief Marketing Officer at TTEC. \"Our team of CX experts ...