Normally, our call center is 
hustling and bustling with the 
sounds of our customer 
assistance representatives 
hard at work- but following 
the onset of the coronavirus
pandemic, the prudent and 
swift decision was made to
keep our reps safe, by rapidly 
equipping them to work from home
Good morning, this is Loren, 
how can I help you?
when you work in the contact 
center, you have to be ready 
for change anyway. You grab 
the bull by the horns, 
whatever the challenge is, 
whatever the problem is,
you face it, you deal with it, 
you move on, you do what 
you have to do to take 
care of the customer.
We sat down for a remote 
interview with our customer 
service support manager,
Kevin Monaghan, about the 
execution behind taking our call 
center from a brick and mortar 
to completely virtual. We were 
having to bring agents in and
to train them and as we were 
doing that, we had to make sure  
that we were enforcing 
social distancing guildelines.
That transition was fast.
we had to assign phone 
extensions, we had to match up 
computer serial numbers, 
phone numbers, all the other 
pieces and parts, and then get 
those assigned to a particular 
agent.
To see ya know, leadership come 
together in the way that they 
did, it's absolutely amazing.
I mean, it felt like love. It 
felt like family. It felt like 
rallying together.
My, my team couldn't have done 
it alone. Not one of these teams 
could have done it alone, but its
it's everybody being sort of 
common purposed, and, and 
making it happen was really
good stuff. I'll always work from 
home as long as it takes, as 
long as I'm able and healthy 
enough to serve the customer,
then I'm perfectly fine with it.
Thank you so much for your 
time and I do hope you have 
a great day. Take care.
