Call Center Scheduling Featured Article
Massachusetts Pushes for New Call Center to Manage Vaccine Inquiries
The state of Massachusetts intends to open a call center to help manage the flood of requests for the COVID19 vaccine. According to recent reports, the state-sponsored online portal used for scheduling appointments is riddled with issues, preventing candidates from registering and causing irritation among older citizens who are desperately trying to receive assistance. Officials hope that the call center will provide an alternative method of contact for eligible candidates who need care immediately.
Many state representatives have voiced their frustration about the initial rollout of the Massachusetts vaccine distribution program. In a letter to Sen. Harriette Chandler, eight state representatives claimed they had “deep concerns” with the digital infrastructure used for patient scheduling. Sen. Eric Lesser took his concerns a step further, filing a bill shortly after to force the Baker administration to install a phone-based system to schedule appointments, and provide easy access without using the web portal.
"I've heard and my colleagues have heard from their constituents in every corner of the state that the system is confusing, that it's inconsistent," commented Sen. Lesser, "It's really just frankly a maze of links and various, sometimes-contradictory instructions that seniors have to navigate in order to book the appointment."
The common issues associated with the state’s web portal highlight the necessity to provide citizens with a proper call center service. Although digital scheduling may be easier in theory, inadequate systems often lead to more problems than resolutions. Call centers are also much more intuitive to navigate, especially among older citizens who are less familiar with the internet and web portals.
"If you only allow people to enroll on a website, you are missing whole swaths of seniors who have no access to the internet or, if they do, are really not comfortable enrolling or making their applications or appointments," said Mike Festa, State Director of AARP Massachusetts."Our message to the government has been, look, you've just got to meet people where they are."
Edited by Maurice Nagle