March 30, 2021
MEMBER SERVICES SUPPORT: Addressing Station Challenges
March 30, 2021
Staffing and communication challenges exist in member services departments across Public Media, and those challenges were compounded when COVID hit and forced us to quickly transition to a work-from-home environment. When several of our Public Media partners expressed frustration with transitioning, we knew we had the right solution – leveraging ACD’s very-experienced agents to act as the frontline of member services. ACD was built on a remote-work foundation since its inception over eighteen years ago.  Today, we handle almost ten million minutes per year in phone calls for Public Media. With that much volume, we are very experienced in the nuances of inquiries from supporters, listeners, and viewers. Whether we are making updates to account information and payment methods used by current monthly donors, answering program questions or assisting with Passport technical issues, our agents are equipped to handle almost any call. Read the full case study on Current’s website.