Getting You Back to Your Mission Faster: How Customer Support Uses Operators During Peak Volume

Options
Rebecca Ellerton
Rebecca Ellerton Blackbaud Employee
Tenth Anniversary 25 Likes Photogenic First Comment
in Community News
At Blackbaud, we know your time is valuable and when you reach out to us, we want to help you successfully resolve any issues as quickly and efficiently as possible. That’s why, during peak times, our operators help gather key details upfront—so when a support agent steps in, they’re ready to resolve your issue right away. It’s all about getting you the help you need, faster.




During high volume and peak events, you may be helped by one of our operators before speaking directly with a support agent. Using operators to gather key information helps accelerate your resolution.



What Do Operators Do?

.

Our operators will kickstart your case. They’ll gather all the relevant information about your issue and ensure it’s routed to the right team. This means that when an agent becomes available, they can jump straight into solving your problem—no need to start from scratch.



You can also view and add to your case at any time through Case Central. There, you can:

  • Review the notes the operator captured

  • Upload screenshots or documents

  • Add any additional context that might help



No need to follow up after speaking with an operator.



Once your case is created, it’s in our system and will be addressed by the next available agent. You can feel confident that your issue is in motion.



Frequently Asked Questions:



Q: How will I hear back?

A: The agent assigned to your case will choose the way to contact you – by phone or by email – based on the specifics of your case.



Q: How soon will I hear back?

  • Severity 1 (Sev1): Your case is our top priority. The team will be notified immediately, and you’ll hear back as soon as an agent is available.

  • All other cases: Our goal is to respond within 2-4 business hours and prioritize based on the nature of the issue.



Q: Why am I speaking with an operator instead of an agent?

A: We understand this might be unexpected. Our goal is to respect your time. By having an operator collect your information first, we are reducing your wait time and ensure your case is already in motion when an agent becomes available.



Q: Can I wait to speak with someone live?

A: By working with an operator now, we can get your case started immediately and follow up with a resolution as soon as possible. The next available agent will have the information they need to get your case started.



Q: I selected the wrong product in the phone tree—what now?

A: No problem! The operator will make sure your case is routed to the correct team. They’ll collect the necessary details so the right agent can follow up.



We appreciate your patience and understanding. Our use of operators during peak times is just one of the ways we’re working to streamline your support experience and get you back to what matters most—your mission.



If you have any feedback or suggestions, we’d love to hear from you.

Comments

Categories