Call Center Operations: From Recruitment to Retention
Includes a Live Event on 03/11/2020 at 1:00 PM (EDT)
Donor coordinators and call center staff members play a key role in the donation process. Ensuring that your organization’s call center staff is set up for success from the beginning is important and can be done by focusing on recruiting, training, and retaining individuals who are well suited for the job. During this session, speakers from three different eye banks will discuss how their organizations hire, train, evaluate and keep high-performing staff members in their call centers. The speakers will provide specific examples of their recruitment process, as well as demonstrate the types of incentives and care that they provide their call center staff. Register today to learn more about call center operations!
Victoria Hamilton is the Logistics Center Supervisor at Lions VisionGift. After graduating from California State University Monterey Bay with her degree in molecular biology, Victoria found her way into eye banking in 2015 where she started as a donation specialist. Victoria became the training supervisor in April 2019 and then department supervisor in July. Throughout Victoria's experience she has been continually humbled by the donor families and Lions VisionGift staff.
Miracles in Sight
Jan Keeling is the Director of Donor Services at Miracles in Sight. She has been with Miracles In Sight for 12 years. She has 5 years of Quality and Engineering experience in manufacturing and development, 26 years in management processing, development and design. Jan is a Certified Six Sigma Green Belt. She has also had a seat on the Board of Directors for Donate Life as well as being a member of ASQ for 25 years.
Kody Westrick, CEBT
Lions Gift of Sight
Kody Westrick, CEBT, has been working to support call center teams that facilitate eye and tissue donation for the last 7 years. The unique challenges, mission driven attitudes, and focus on successful outcomes for the community have kept him engaged and interested in furthering his role in such a dynamic field. Kody obtained his Certified Eye Bank Technician (CEBT) status in 2019.