Conclusion

Although this terrible event uncovered areas that needed to be improved in the telecommunications department, we are very proud of the way the call center team handled this extremely stressful situation. It was a tragedy that captured the world’s attention and was happening only a few hundred yards outside the call center. The operators remained calm and did their best to meet the demands they faced. As leaders, we must work with our teams so they have the necessary tools to not only handle the daily routine, but the exceptional events such as the Pulse nightclub incident. Although the department took the drills and exercises seriously in the past, they now mean so much more to those who went through this tragic event.