SAG-AFTRA

Summer 2016

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20 SAG-AFTRA | Summer 2016 | SAGAFTRA.org Top, Shanara Sanders, a Contact Center representative, takes an inbound call July 13 in the Los Angeles office. Above, SAG-AFTRA Chief Financial Officer Arianna Ozzanto, Executive Vice President Rebecca Damon, National Executive Director David White and Secretary-Treasurer Jane Austin attend a ceremonial ribbon-cutting event for the Los Angeles Contact Center. With SAG-AFTRA's New Contact Center, Getting Answers Is Easier Than Ever O n May 16, a nearly two-year effort that touched every department in the union came to fruition. That Monday at 6 a.m. Pacific Time, the SAG-AFTRA Contact Center took the first of what would become an average of nearly 750 calls, emails and web chats per day. A 15-member staff who had been going through a bootcamp-like training for the previous four weeks were responding to three quarters of those contacts in 30 seconds or less. Call times dropped from six minutes to around four-and-a- half minutes. Members who couldn't be immediately helped with their membership, residuals, web support or cashiering questions were transferred to a live person

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