Building an HR Call Center
Within 48 Hours

Peek inside Zimmer Biomet’s rapid response to COVID-19

“The biggest consideration we had was the unknown”

Early one morning amidst the COVID-19 pandemic, Thornton Guthrie Jr., Regional HR Shared Services Manager at Zimmer Biomet, received the following email from the VP of HR:

Is it possible for us to set up a phone service center? We would need a solution very fast. Like next week.

An agile HR leader, Thornton rose to the challenge. In this presentation, he gives a detailed account of how he went from this email to a live HR call center for US and Puerto Rico employees—all within 48 hours.

See how Thortnon approached the design of the center, which technologies brought it to life, and how he accounted for the most perplexing factor: the unknown of COVID-19.

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