SUPPORTING NATURAL DISASTER SURVIVORS & RECOVERY
ABOUT
When FEMA needed to support emergency calls resulting from a national disaster, Titan Technologies was given a subcontract under a prime contractor and was able to quickly stand up a call center to provide the Federal Government much needed next-generation technology services to support FEMA after Hurricane Harvey.
CHALLENGE
In 2017 the United States experienced an unprecedented amount of natural disasters which caused the call volume for the government managed call center to exceed capacity. As disaster support requires immediate response to intake information for survivors, additional support was required quickly. Also, a significant portion of agents had to be fluent in both Spanish and English to support the large Spanish-speaking communities affected in both Puerto Rico and Houston areas.
SOLUTION
FEMA procured turnkey call center support services from multiple prime vendors to support the increased volume of calls. As part of this procurement, Titan Technologies was awarded one of the largest subcontracts from one of the prime contractors on the FEMA contract. Titan Technologies leveraged its office location in Houston and its effective recruiting processes to deploy a team on short notice. Titan Technologies also expanded the capacity of the facility by quickly upgrading the technical infrastructure to handle the increased load, set up office space, and trained the staff to take calls all within 30 days of receiving the contract.
RESULTS
Titan Technologies was able to expand our contact center services by onboarding more than 800 bilingual agents and expanding our facilities in Houston, Texas to support this increased level of staffing. Within the first 30 days, Titan Technologies had more than 350 agents taking calls 18 hours a day to support disaster survivors. Titan Technologies is privileged to be serving by processing in excess of 60,000 calls per month from natural disaster survivors to submit, review, and inquire about FEMA support and claims. Today, Titan Technologies continues to function as the largest subcontractor and predominant provider of services under this contract, supporting survivors of natural disasters across the country.
