星空体育app下载

In early聽March聽the COVID-19 virus聽began聽spreading rapidly聽throughout the country.聽The Texas Real Estate Commission (星空体育app下载)聽and聽Texas Appraiser Licensing and Certification Board (TALCB)聽took drastic measures to聽ensure the health and well-being of the staff聽while continuing to聽address the questions and聽concerns of consumers and聽license holders.聽星空体育app下载 and TALCB聽quickly determined it was best for聽staff to聽transition staff working entirely remotely and allocate resources to do so. It was聽important that each staff member was able to聽safely聽do the same聽job at聽home,聽as they would in the office.聽聽

The Customer Relations Division is the front line of聽星空体育app下载 and TALCB.聽 Customer Relations handles聽walk-in customers, emails, and phone calls. With a staff of聽22聽who聽answer up to聽200聽emails and answer聽between聽800聽and 1000聽calls daily,聽the task of transitioning all of them to working remotely without disruption聽was a聽challenge.聽聽

The聽IT staff deployed聽additional聽tools to enable the team to聽transition to聽a remote work environment within a week of establishing social distancing guidelines. Due to聽foresight聽and聽planning by the Commission and Board, the聽星空体育app下载 and TALCB聽staff聽had already transitioned phone systems to voice over internet protocol (VOIP) phones, which allows聽the staff聽to聽answer the phone聽on聽their computer聽from聽anywhere.聽This also gave staff聽the ability聽to聽answer the phones from their computers,聽access the聽database聽remotely,聽and聽communicate聽with other team members simultaneously from the safety of their homes.聽聽

How did these changes聽affect license holders?聽The goal was to ensure license holders didn't聽even notice and that the transition聽to this聽remote work聽model聽happened聽with minimal disruption to customer services. The website and phone system did see some bandwidth issues in the first聽several days聽after the transition, but聽the聽staff was聽able to keep up with the demand.聽聽During this social distancing season, the聽聽星空体育app下载 and TALCB聽have聽maintained a hold time of no more than聽15聽seconds and answer emails within聽4 to 5聽hours.聽Staff productivity and performance have remained high聽while working remotely.聽

When聽asked if the staff聽thought聽callers noticed a difference since聽the contact center聽transitioned to working remotely, the聽responses were overwhelming,聽"no,"聽or if a caller did notice the occasional dog barking or child asking for a snack, they were understanding and grateful to the staff for their continued service. Truly a testament to the聽kindness and understanding聽of fellow Texans.聽聽聽

Throughout this challenging聽time,聽the聽staff has聽worked hard to find a聽sense聽of normalcy,聽and while this聽is聽a聽challenge,聽the聽staff has聽found their stride. Some聽even stated they are聽genuinely enjoying their new commute to work! The team misses seeing their coworkers and sharing their joys, as are many Texans,聽but聽just like聽license holders,聽they are working hard to rise above this challenge and come out the other聽end of this with a new sense of resilience.聽

星空体育app下载 and TALCB聽staff know this is a challenging time for聽all, but they are here and ready to help.聽