Contact Center Experts
SaviLinx Hires 500+ Temporary Contact Center Agents to Support State Government Covid-19 Response
BRUNSWICK, ME – April 8, 2020 – SaviLinx, a contact center for government agencies and commercial businesses, has hired more than 500 temporary customer service agents to support state agencies overwhelmed with calls from citizens that have been impacted by the Covid-19 pandemic. States have received a dramatic spike in call volume and have chosen SaviLinx to answer questions, process claims, and direct callers to additional resources.
Center-Based and Work-at-Home
SaviLinx has hired temporary agents in Maine and Mississippi, where it has brick-and-mortar contact centers, and all employees have been supplied with equipment so that they can work from home. In mid-March, SaviLinx transitioned its workforce from center-based to work-at-home to keep employees safe.
“Our clients rely on SaviLinx to provide uninterrupted service to their customers, and we quickly decided the best way to serve our clients while keeping our employees safe was to get everyone working from home,” says Heather D. Blease, CEO, SaviLinx. “Our team did an amazing job of transitioning all center-based employees to work from home within the space of one week, with no disruption to service.”
With steady-state operations transitioned and functioning as usual, the company recognized it could use its expertise to help support state agencies experiencing unprecedented volumes of phone calls.
“Many people are furloughed, including restaurant and retail workers, and we are grateful that we can offer temporary work to help them through these difficult times,” says Blease.
SaviLinx posted the temporary positions in areas surrounding its two brick-and-mortar centers and hired more than 500 customer service agents within two weeks. The company created contactless pick-up stations at each location for new employees to get equipment and has conducted remote training sessions to ensure that all agents will provide the professional support that callers need.
“We are experienced with large-scale hiring as we support a federal contract for the health insurance Open Enrollment season where we hire more than 500 agents each fall,” says Blease. “Our team has used every lesson learned from that experience to hire for the Covid response, only in a much shorter timeframe.”
In addition to agents, all supervisors and staff are working remotely, including Blease. “We are a close team and are used to connecting frequently through the day, but we are quickly getting used to meeting and chatting with our remote video conferencing tools rather than in person,” says Blease. “I am proud at how quickly our team has adapted so that SaviLinx can be a part of the solution.”
SaviLinx is a 100% onshore contact center with facilities in Brunswick, Maine, and Hattiesburg, Mississippi that pairs center-based and work-from-home Agents to provide agility and flexibility to our clients. Founded in 2013, SaviLinx is headquartered at the Brunswick Landing, a decommissioned naval station in Brunswick, Maine. SaviLinx is a Women-Owned Small Business and HUBZone certified. SaviLinx has been listed on the Inc. 5000 list of fastest-growing companies in 2017 (#28), 2018 (#617), and 2019 (#1,388). Visit the company online at SaviLinx.com.