It’s a well known fact that PAN customer service representatives (CSRs) are dedicated to PAN members. So it should come as no surprise to learn that four CSRs volunteered to man the phones when PAN offices were closed on Sept. 24 and 25 due to the G-20 Summit held in Pittsburgh.
The G-20, a gathering of world leaders to discuss key issues in the global economy, meant street closures, demonstrations by protestors and a massive law enforcement presence in Pittsburgh. Many of the city’s businesses closed down during the summit, citing safety concerns for employees.
PAN CSRs Cheryl, Heather, Jan and Stevi proved ready for the challenge of working from home AND taking all your calls. PAN’s Information Technology (IT) Department used special software to route all PAN calls to the CSRs’ home phone numbers. The IT guys were also on hand to provide any necessary technical support.
And while there were some slight glitches, the CSRs did a fantastic job of handling all your telephone calls, live-chat and faxed questions and orders.
On any typical workday, PAN CSRs spend between 25 and 30 percent of their time on the telephone answering your questions. During the two-day closure, the four CSRs answered 193 phone calls for a total of 1,400 minutes. That equates to phone time of 83 percent – three times the norm!
PAN’s closure during the G-20 served as a major test of disaster readiness. Should something happen that employees couldn’t make it into the office, we know we can continue to serve PAN members with nary a hitch.