During the height of tax season, One of Teltek’s clients Baltimore CASH Campaign utilizes the resources of a remote call center in Oklahoma to assist more individuals then their permanent staff can support.  The winter of 2011 left  Tulsa, OK buried in snow and without power and telephone lines for several days, which in turn caused callers to receive numerous error messages.  Teltek was contacted to address the issue and initiated a meeting to discuss the systems current set up and how the system would have to be set up for afterhours calls to handle the influx of calls.  This was important as the Call Center in Tulsa was not expected to be back online until almost three (3) full business days later.

Baltimore CASH Campaign had an Avaya IP Office phone system so the Teltek team was able to program the system and work with service providers to initiate a rapidly deployed call center in their Baltimore office for a short interum basis: calls were distributed to different hunt groups during the day for better access, overflow calls went into a voicemail that was regularly checked, and after hour callers were prompted that they were experiencing higher call volume and would get back to them within a certain period of time.  Once the call center in Tulsa was back online and working, Teltek worked with their service provider again to reroute the number and forward the number back to the call center.  Simultaneously, Teltek was working with inclement weather conditions in Baltimore, Maryland and employees, working remotely from their own homes, were able to support Baltimore CASH Campaign. (more…)