OAR Front Line Services Wrapped
OAR Front Line Services(FLS) had a record-breaking semester, employed new technology and cultivated community within the team in meaningful ways.
We answered a total of 18,921 cases from Sept 1—present, compared to 16,311 cases last year. On November 7, we received 1,034 cases, the most cases we had ever received in one day—cases in November were up by 11% compared to last year. On November 9, we closed a record breaking 883 cases, contributing to FLS staying ahead of our usual November spike, and those effects have been recognized throughout the counselor teams and operations.
With the help of Nathan Trick, FLS launched Macros, which allows the team to answer frequently asked questions with one click. Another strategy we implemented was posting a daily phone schedule during the high-volume period in late October and early November, so that individuals on the team could focus on phones while the rest of the team tackled the enormous case volume.
The team has done a fantastic job supporting one another through training and during our busy times. Our Senior Admissions Reps Marshell, Olivia H, Isha, Ella, Stephanie, and Gary stepped in as trainers, getting our six new team members and three new TEs up to speed. We brought back our monthly meetings, building camaraderie, and introduced a guest speaker series!
Lastly, we would like to congratulate our graduates, Stephanie, Marshell and Jason, all of whom will return to FLS in January as TEs!