Utilities Consortium Increases Support Capacity by 10x

Overview

Sustainable Westchester (SW) is a nonprofit consortium that aims to raise awareness and drive sustainability and environmentally-conscious initiatives.



The nonprofit collaborates with local municipalities and its residents to create a better, more environmentally friendly tomorrow. Recently, that work included assisting the largest city within its coverage area in its transition from fossil fuel-powered electricity generation to 100% renewable, clean energy.

Challenge

As the nonprofit’s work expanded, the experienced nonprofit employees were overwhelmed with the volume of calls from residents who had questions about the program and wanted to explore their options.

Solution

After discussing the problem with the nonprofit, we knew we were equipped to help due to the flexibility and speed ShyftOff can provide clients.

Implementation

ShyftOff’s ability to quickly deploy customer service agents for clients like this nonprofit is the result of our utilization of a gig-powered model.

Results

Before this spike in volume, the nonprofit utilized an internal team to manage call volume. By adding five trained ShyftOff contact center agents, capacity increased by 10x in just a few hours.