Virtual Staffing In A Donation Call Center

This presentation will provide the reasons for virtual call center staffing from the perspective of one organization who has transitioned to a split staffing model of both in house and virtual coordinators. We will identify the numerous considerations before making such a decision as well as the benefits that have been realized by LifeGift from implementing this model.

Learning Objectives:

Upon completion, participant will be able to identify pros and cons of virtual call center staffing.
Upon completion, participant will be able to evaluate if virtual staffing could aid their business continuity plan.
Upon completion, participant will be able to determine if virtual staffing is feasible at their organization.

Michelle Gilbert, CTBS

Michelle Gilbert is the Director of the Communications Center for Donation at LifeGift in Houston, Texas. She is a Certified Tissue Banking Specialist who has over twenty years of experience in the field of donation and transplantation. Michelle began her career as an eye bank technician and has held several leadership positions including Tissue Recovery Manager at Midwest Transplant Network and Product Manager at Statline.

Alexis Ivey

Alexis has been in the industry for 14 years, all of it being the in the call center environment. She started as a Donation Services coordinator with Midwest Transplant Network, and worked her way up to a Supervisor/AOC. She is currently the Manager of the Communications Center for Donation at Lifegift, where she helped with the establishment of the remote coordinator program.