How TD Bank Trained 1,800 Contact Center Employees to Work from Home in Just a Few Weeks

Dog sitting at TD laptop

May 04, 2020 - COVID-19 New Jersey, New York and PA

To help practice social distancing amid COVID-19, TD engaged in this "big undertaking."

Pups at the computer, children learning remotely and serving customers no matter where you are working are just a few of the vast changes many TD colleagues have experienced as they adapt to the new work from home environment amid the COVID-19 pandemic.

TD Bank had to mobilize, so that positions not normally remote could be transitioned safely, effectively and quickly.

In just a few weeks, more than 1,800 Contact Center colleagues are now working from home, thanks to more than 2,200 laptops, keyboards, monitors and other equipment that was expedited to reduce staff onsite at contact centers by enabling them to serve customers from home. Remaining equipment will support the Contact Center's increased new hire onboarding efforts.

TD Bank Centralized Operations Manager Matt Bulmer stresses this was a "big" undertaking in such a short time.

"The proudest moment was how well we all worked together in harmony to achieve this on such a short timeline," he said. "We had to train more than 1,800 colleagues for upwards of an hour each on RAS Tokens and other mobile technology in two and a half weeks."

Bulmer added that several departments had to unite to make this a reality, including Shared Services, the Lines of Business, Technology and more.

To make sure that support for TD Bank's customers wasn't affected, Contact Center colleagues were trained and sent home in waves of about 100 per day. Yet, the teams have and are still handling record call volumes even under the new, work-from-home model.

"It's amazing to think that just a month ago, this capability did not exist for our Contact Center Colleagues," said Jay Martin, Interim Head of U.S. Contact Centers. "The success of this massive undertaking is a testament to the unwavering dedication and hard work of our team. I am so proud of how everyone pulled together to get this done without impacting the high level of service we provide our customers. We've really shown how the Contact Center innovates with purpose and executes with speed and impact."

Bulmer said he's heard mostly great things about conversion to working from home.

Contact Center Specialist Shanice Robinson says her new surroundings have been peaceful, convenient and inexpensive for her.

"If I could work from home permanently, I would love it," she said. "This move means that TD Bank is taking the proper precautions for specialists to stay safe, as well as healthy while continuing to receive an income to support our families. This is a company that actually cares about their workers and also made it efficient for people who are either having issues getting to work or finding baby sitters to watch their kids, due to the pandemic."

Shanice Robinso

Contact Center Team Leader Brenda Robinson said, "The transition from working in the office to home has been easy, in the midst of all that is going on around the world. I am extremely thankful and grateful to be able to provide for my family and our customers in such a critical time."

Working from home has given Brenda a sense of peace in challenging times, but also made her "well equipped to successfully lead my team, in turn helping them to service our customers when they need us the most."

Brenda Robinson

Digital Media Banking Specialist Marie Honnig is enjoying the extra time she has at home with her family while she continues to work.

"Everything is relatively the same work wise, and I have tried my best to maintain what my daily schedule prior to working from home was," she said. " It was fantastic that we were given all the equipment and support as fast as possible."

Marie Honnig

Digital Media Banking Specialist Ashley Brackett says working from home has improved her work-life balance, especially when it comes to spending time with her pup and new co-worker, Grisholm.

"I'm proud to work for a company that prioritizes the health and wellbeing of its colleagues and, by extension, their families. Not having to choose between my health and my income has taken an immeasurable amount of anxiety off my shoulders," she added.


And finally, TD Group Manager Bruno Berenato also has some added help at home in the form of his beloved bulldog, Fiona.

While he misses the personal interactions, he said, "It's been amazing seeing everyone adapt and take control all the way to the specialist level. It's so awesome that we were given this opportunity to work from home, as we get to practice social distancing, and help flatten the curve. I have my station set up and the dogs and my husband are thrilled to have me home (or so they say)!"

Berenato worked closely with other leaders to "did everything in our power to get everyone up and running and sent home."

"Being able to get that many people out in 3 weeks was unthought of in my mind, but it happened!" he said.

Bruno Berenato

As many of the employees have noted, working from home is something they may want to consider, even after COVID-19 is under control. It's something the leaders at TD are also mulling over.

"This is something we have wanted to do for years and now that we have it, we need to really understand if any potential risks materialize," Bulmer said. "This should inform us of how best to utilize this great capability going forward."

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