Since the national state of emergency was declared calls went from an easy 10-15 minutes of availability between customers to back to back non stop. It was literally within the hour. Within the week we were getting 20,000 calls a day but only handling about 2,000 as we were not prepared for a crisis of this magnitude. Things are starting to level out, hired new classes and everyone is still working at home. At least customers can wait on hold now, but I’m having nightmares of repeating myself from all of the extra overtime.
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