Network of Strength - 24/7 Call Center

XBX worked closely with Y-ME (now Network of Strength) to figure out a system that would fit their organization's resources and goals.

Y-ME had a fairly unique situation. Unlike most businesses with a call center, Y-ME's call handlers were volunteers that were spread out across the country. This presented an excellent opportunity to utilize the Internet to handle their situation.

XBX designed a system to work with Cisco IP phone technology where each volunteer would log into the system during their scheduled time. Calls matching their vacinity would be routed to them. The callerid would grab the number of the caller and try to match it in the system. Whether or not it was, the counselor would try to ascertain through the above flow chart if the caller had called previously.

The counselor would then use the intake screen above to collect information from the caller. To allow quick access to various portions of the form a "Quick Screen Jump" navigation menu was added that would always be present. That way as the caller reveals their issues during the call, a profile can quickly be tracked.

As the profile of the caller is being built, the content management system also suggests pertanent information based on the profile that the counselor can use in the call. Everything from talking points on various subjects to document PDFs published by the American Cancer Society or Y-ME.

Y-ME was also the first organization to certify their volunteers. Using the XBX CourseBuilder module, Y-ME created certification exams for the volunteers to take.

XBX also created a Scheduling module that allows Y-ME to block out the time periods that they need counselors for and the number of counselors needed at any time. To facilitate rapid deployment of these schedules, templates can be inserted per day or for a whole month. The volunteers are then pushed to self schedule their time via the Task Manager module before the beginning of the next month. The system pushes time slots that have no counselors or too few counselors to try and fill vacancies first. A color coded report also gives administrators the counselor density for any given time at a glance.