BlackBeltHelp Surpasses January Projections Despite Nationwide Weather Challenges

Miami, FL | February 18, 2026 – I’d like to take a moment to recognize and congratulate Team BlackBeltHelp for an exceptional close to the January Rush period.

January 2026 was intense by any measure. Severe winter storms across the U.S. disrupted daily life and operations for many of the institutions we support. Despite these challenges, the BBH team showed up with resilience, professionalism, and an unwavering commitment to our clients.

The January performance data clearly reflects the impact of this effort:

• Sustained demand with strong absorption:
  Offered volumes rose to 116% of projections (up from 108% in Jan ’25), while handled volumes improved to 93% (from 86%), demonstrating stronger capacity alignment year over year.
• Consistent quality and stability:
  Client escalation rates remained below 0.10%, reinforcing reliable and controlled service delivery even under pressure.
• Improved customer access:
  88% of clients met Phone ASA targets in Jan ’26, up from , reflecting a 24% year-over-year improvement.
• Operational efficiency gains:
  Excluding critical high-volume clients (CCCTC, Broward, and SEI), Phone ASA improved by 36.4 seconds YOY (95.24s → 58.84s).
• Workforce flexibility:
  Elevated demand was supported through 323 Global OT hours (+120 YoY) and 800 Domestic OT hours (+200 YoY), ensuring continuity without service degradation.

Beyond the metrics, the feedback from our clients reinforces the true impact of this work:

“BlackBeltHelp is not just an extended part of Marian, but truly part of ‘We’…”
Marian University

“The BlackBeltHelp team managed email interactions during the first week…”
Texas A&M University–Corpus Christi

“I am not even concerned about the SLA. I know it may not always be met since we send interactions without sufficient information…”
Herzing University

“Thank you for all your team’s help last week during our inclement weather outages!”
Union Institute and University

These results are not accidental. They are the outcome of teams stepping up for one another, leaders staying focused under pressure, and a shared commitment to protecting the end-user experience, especially when conditions were far from ideal.

Thank you to everyone who contributed during this demanding season. I’m incredibly proud of the results, teamwork, and leadership demonstrated across the organization.

Wishing Team BBH continued momentum and success in the months ahead.