At 6:30 PM on a Friday night in February, HealthConnect received a call from a long-standing client. Health Canada had advised a nationwide recall of a children’s product. The client anticipated the call volumes would be 10-20 times the normal volume – too much for the existing team to handle.
Over the weekend, the HealthConnect team:
- Reprogrammed the telephony system to reroute recall calls, allowing the existing team to handle regular calls and emails for the company’s other products.