The relief money, which amounted to a total of $8 million, was distributed through an application managed by TTEC staff, according to a press release. The funds came from a North Carolina Department of Revenue program called Extra Credit Grants.
The TTEC contact center was created in late November. The Charlotte Center for Legal Advocacy, which organized a grant application process called 335forNC, praised TTEC's flexibility.
"TTEC's CXaaS platform provided 335forNC with the ability to rapidly deploy both the citizen engagement technology and the multilingual support required to serve a diverse set of families," said L.T. McCrimmon, 335forNC administrator. "The main goal was to assist families in need, and we were fortunate to gather the resources to navigate them through the application process. A combination of leadership experience at the front line and leveraging TTEC's technology allowed our teams to build a strong bridge to aid these North Carolina families."
During a two-week period, a staff of 60 agents from TTEC guided citizens through the application before a Dec. 7 deadline. The staff had already helped residents in Texas access unemployment insurance this year.
"335forNC relied on us to do in 72 hours what for many providers would take six months," said Nick Cerise, TTEC chief marketing officer.
