Transforming FEMA Call Center Applicant Processing with Intelligent Automation
ABOUT
Since 2017, Titan Technologies has been an integral part of the team that provides bilingual Call Center services for the Federal Emergency Management Agency (FEMA), in response to national emergency events such as hurricanes and other natural disasters. We provide FEMA with a fully managed and scalable Call Center located in Houston, TX, and Remote Call Center Workforce solution with up to 1,200 support staff to assist individuals seeking disaster-related assistance. As a direct point of contact for individuals registering for FEMA’s disaster-related assistance, Titan Technologies processes an average of 60,000+ calls per month.
CHALLENGE
Due to the unpredictable and fluctuating nature of disaster response, staffing levels and work-shift times can increase or decrease significantly within as little as 48 hours. Numerous formal agreements with professional staffing agencies supplement staffing efforts in employing surge support and replacement candidates quickly. However, relying on the old manual applicant onboarding process causes delays in service and possible loss of Call Center applicants if information is entered incorrectly or untimely.
SOLUTION
Titan Technologies employed its Traversable™ Surge solution to streamline applicant onboarding. Traversable Surge decreases labor time to process applicants, increases efficiency in the review, storage, and retrieval of applicant details, and creates opportunities for operational analytics.
RESULTS
Traversable™ Surge allows for 100% secure digital applicant processing, the elimination of error prone data entry across multiple government forms, automated common attribute validation across forms, alternate options for information capture (typed or handwritten content), and 90%+ attribute accuracy upon initial data entry leading to faster and more efficient staffing.