Call Center Scheduling Featured Article
Detroit Gets Massive Call Influx for Vaccine Distribution
The news of the latest vaccines being released to the public have caused massive surges for call centers at health centers across the country, and administrators are scrambling to keep up with the skyrocketing demands.
Since Monday morning, Detroit alone has received more than 100,000 calls from local citizens to find out about the vaccine’s availability. Although it was no surprise that there would be a generally high amount of traffic, the call center had not anticipated a number that large.
Detroit COO Hakim Berry commented on the situation,“Those who predicted that Detroiters would not be interested in receiving the vaccine were clearly incorrect,”
Rock Connections, the company who manages Detroit’s call center staffing, has already started to increase the staff size to help handle the new wave of callers. The call center’s operating hours have been extended by two hours to give callers a bigger window of opportunity. Unfortunately, most callers do not qualify for the vaccine at this time, which has created a problem for priority candidates. Detroit officials have released the following guidelines to help potential callers determine if they qualify:
- A Detroit resident 75 and older
- Any “good neighbor” 65 and older who drives a 75-year-old (or older) Detroit resident to TCF
- The following Group B essential workers: K-12 teachers and support staff and child care workers
20,000 appointments will be booked through Feb. 5. The call center can book up to 4,000 appointments per day.
Edited by Maurice Nagle