Welcome to our first quarterly newsletter! You'll find us in your inbox each quarter to share a bit about what is going on in the Proto-Verse.
June 2019
Upcoming...
By the end of the year ProtoCall will be introducing you to our new and improved document transmission process which will replace Citrix ShareFile. We will reach out to provide all the training you will need however in the meantime we encourage you to connect with your Relationship Manager to get set up in our Customer Portal to get a jump start.
From the Data...
Data source: January - March 2019
ProtoPeep Spotlight
We are proud to announce a reorg of our call center leadership team. We have added a Director of Clinical Services position to our executive team and promoted Tim Allen, LCSW to oversee the service delivery of what we are providing to customers. Tim's work complements our Director of Clinical Operations, Kristin Newby, who oversees the process flow of how we deliver our services. We've also added Clinical Managers and Operations Managers to the mix for a well-rounded, expanding structure.
In today’s complex world of telecommunication, it’s not uncommon for call center operations to be disrupted by deliberate and nefarious efforts to exploit vulnerable populations. No doubt we have all experienced such efforts in our personal cell phones and home landlines. In a call center environment such as ours, especially when perpetuated by sophisticated auto-dialers, known as “robocalls,” the impact can be magnified a thousand fold. These become even more challenging when “spoofing” technology makes the source untraceable and therefore limiting the ability to block or report offending numbers.
With hundreds of phone numbers, plus those numbers that our customers forward to us, ProtoCall can be particularly vulnerable to sometimes massive intrusions of robocalls. Robocalls can inundate a call center’s queue with literally hundreds of additional calls in a very short period of time. These occurrences are always unpredictable and are often distributed across dozens of our phone numbers simultaneously and can dissipate as quickly as they began.
ProtoCall’s Operations team is trained to identify and respond to such influxes as soon as possible. Most importantly for those we serve, we are able to adjust our phone routing to prevent robocalls from reaching our call center most of the time to dramatically reduce the impact on our callers. Additionally, our IT team is in regular contract with our telecommunication vendors and carriers. We file complaints with the FCC and stay abreast of industry news in search of more effective remedies. Sometimes, these events are high profile enough to make national news. Read:Chinese Robocalls Bombarding-the-U.S. for NPR’s description a recent nationwide impact.
Quick Question: How likely would you be to recommend ProtoCall to another organization?
