At the heart of every contact center success story is a team of people who are raising the bar to make a difference. People who decide that they are willing to go above-and-beyond to make an impact on the goal they are trying to achieve – higher conversion, increased loyalty, or in the case of 2-1-1 San Diego, the well-being of their community.
The Mojo Award for Outstanding Corporate Citizen was presented to 2-1-1 San Diego at the beginning of October recognizing their high level of community spirit and ability to motivate employees to support and participate in charitable activities. 2-1-1 San Diego enhances the lives of those they serve by connecting people to free resources available 24 hours a day. They confidentially link their clients to highly-trained representatives who navigate them through tough situations ranging from substance abuse treatment to care for a child or aging parent to food, housing or financial assistance.
And that’s just their day job. Earlier this year, a devastating tornado hit Moore, Oklahoma destroying entire neighborhoods and two elementary schools. When the team at 2-1-1 San Diego received the request for help, they jumped into action to partner with United Way Worldwide and four other centers to assist in the nationwide relief efforts. An NICE-powered virtual call center was designed to handle the spike in call volumes during the Oklahoma Healing in the Heartland Relief Benefit Concert.
Contact centers were notified of the need on Memorial Day and had less than 3 days to prepare. Despite the tight timeframe, 2-1-1 San Diego activated an additional disaster contact center running concurrently with the 2-1-1 operations. In order to provide a quick response, the operation was staffed by 50 2-1-1 employees, then bolstered through the recruitment of numerous community volunteers who received ongoing training and support from the 2-1-1 staff. The overall impact of the two-day emergency project was nearly 4 million dollars for the relief effort.
“We wanted to do whatever we could to get the Moore community back on its feet and help rebuild. We may not be able to physically assist, but with NICE’s solution we can partner with other teams to make a big impact,” shares John Ohanian, CEO of 2-1-1 San Diego.
Thanks to all who were involved in the Oklahoma Relief efforts and congratulations to 2-1-1 San Diego on their Mojo Award win!
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