Collector - October 2020 - 13

BESTPRACTICES

92%
for call center or contact tracing work
require the use of in-state residents or
favor businesses with previous contact
tracing experience.
While government RFPs for contact
tracing were being released left and right
last spring, Taylor said today the landscape
is a bit different because most states and
municipalities are either doing it in-house or
already have contracts in place.
"However, with the [infection] spiking
we're seeing that may change," he added.
"We're looking to see if there are more
opportunities that will resurface because of
the spiking."
Often these emergency contracts require
a fast ramp-up, so you must be prepared
to move quickly. Training on new scripts
or software may have to happen in a

COLLECTOR 10.20

condensed timeframe. CRI used free, online
training developed by the Johns Hopkins
Bloomberg School of Public Health to
efficiently train its staff on the principles of
public health strategy.
You may also have to make a technology
investment to get this new business.
For instance, F.H. Cann upgraded to a
commercial level Wi-Fi speed for all 200
employees working the unemployment
contract to reduce lag times or static. The
company absorbed the cost of that expense
to ensure an optimal consumer experience.
Cann encouraged company leaders
to consider all options when expanding
their focus.
"We have to keep an open mind and look
at what the world needs right now," he said.
"Look at your clients first to better serve

Of U.S. small
businesses say they
have "reinvented"
themselves during
the pandemic.
Source: GetApp

them, and then look to your community to
see how you can help them. The big word
right now is pivot-that's what we all need
to do. Not just in our industry, but in
every industry. We can't just continue to
do what we did before and expect to be
successful today."
Anne Rosso May is ACA International's
communications director and editor-in-chief.

13



Collector - October 2020

Table of Contents for the Digital Edition of Collector - October 2020

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Collector - October 2020 - 1
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