The Grants.gov Contact Centers physically reside in Kentucky and Texas. Yesterday, January 27, the Kentucky facility experienced a phone outage due to a Sprint fiber line outage which has since been corrected by Sprint. When the outage occurred all calls were forwarded to Texas. This resulted in increased wait times. A message was put on our IVR script indicating extended wait times for callers.
Today, January 28, the Texas facility has encountered a number of employees calling out for the day to due the impact of the ice storm there; schools and businesses are closed therefore Customer Support Representatives had to take off to take care of their families.
With the system slowness experienced over the last week calls have doubled. With the situation today as a result of the ice storm in Texas caller wait times will be extended. We have placed a message on the IVR script alerting customers. If you do not require immediate assistance please e-mail the Contact Center support@grants.gov
Regards,
Grants.gov PMO
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