Case Study: FEMA rapidly scales emergency hotline support with TTEC

Federal Emergency Management Agency - Customer Case Study

Federal Emergency Management Agency (FEMA) turned to TTEC after a series of devastating hurricanes in 2017 overwhelmed FEMA’s phone hotline, which was receiving more than 100,000 unanswered calls a day. Facing an urgent need to expand emergency support capacity, FEMA needed a fast way to stand up a large-scale contact center operation to help disaster victims.

TTEC responded by rapidly deploying FEMA hotline support across 10 locations, including seven existing sites and three new pop-up sites, while also bringing in subcontractors to help meet demand. Within one week, TTEC had technology, sites, and partnership agreements in place and identified 5,000 associates and candidates, ramping from zero to 1,150 agents in three months to deliver critical human support during the disaster response.

Federal Emergency Management Agency