NexRep’s Virtual Agent Workforce

NexRep’s Virtual Agent Workforce Contributes to Massive Cancer Telethon; Raised $109 MM in Donations for Research in a Night.

On Friday, September 5, 2014, a large telethon was broadcast into millions of homes, simultaneously aired on ABC, CBS, FOX, NBC, Ameican Forces Network, Bravo, Cooking Channel, Discovery, E!, Encore, ESPN News, Fox Sports 2, FXM, HBO, ION, Oxygen, Showtime, Starz, TNT, VH1 and several other stations.

While millions of viewers were in their homes fixated on the hour long tribute to cancer victims, NexRep was able to provide hundreds of their US-based “virtual” call center agents, to answer the tens of thousands of phone calls, collect donations, and do their part in making the show a success. NexRep is a leading provider of call center services, with a unique twist. Rather than a traditional model of agents working brick and mortar facilities, 100% of their agents work from home.

NexRep CEO Teddy Liaw stated, “This mass telethon was a perfect example of how our at-home model works. Asking agents to work for 3-4 hours at 8pm on a Friday night can be challenging for a facility call center. But for our agents, they were able to eat dinner with their family, log into our systems, turn on the tv show in the background, and handle donation calls in their PJs. No commuting. They enjoyed the night, put in solid hours, and were with their families as their adrenalin returned to normal before calling it a night.”

Co-produced by Gwyneth Paltrow, the 1-hour show highlighted the A-list of Hollywood celebrities, including Halle Berry, Jon Hamm, Ben Stiller, Pierce Brosnan and several others. Jennifer Hudson, Dave Matthews, and Ariana Grande were among the performers, pleading to America to donate what they could to help raise money for cancer research.

NexRep’s cloud agents were one of the many groups of call centers that were assembled to help do their part. However, NexRep was able to assemble agents quickly, on short notice, and produce a high turnout. “Nearly 90% of our entire agent population volunteered to participate in the telethon. It was a pleasure to work on a cause that touches so many of our personal lives, and it was amazing to see agents donate their night’s earnings directly back to the telethon,” said Benjamin St. Clair, Project Manager at NexRep, and key organizer of NexRep’s efforts. Mr. St. Clair was responsible for logistics and client coordination, and recently won his own bout with cancer.

In total, over $109 million was raised by the telethon. The show helps fund SU2C’s groundbreaking approach to translational research, accelerating the delivery of new therapies to patients by getting them from the “bench to the bedside” as quickly as possible.The organization brings together scientists from different disciplines across various institutions to work collaboratively. Every day, cancer kills 1,600 Americans — one person every minute. In 2014, more than 585,000 Americans and almost 8 million people worldwide will die of some form of cancer.

With the power of mass telethons, generous donors, and celebrities, we are getting closer to solving this disease. Even a stay at home mom can do her part by handling phone calls.