Texas County Winds Down COVID-19 Vaccine Call Center

While call centers are necessary for nearly every business and municipality, they have become particularly important during the COVID-19 pandemic. They have informed consumers of safety protocols, picked up the extra customer support traffic from an increase in e-commerce, directed citizens to COVID testing and vaccines, and answered a wide variety of consumer and citizen concerns and questions.

As the vaccine rollout continues and the infrastructure to register citizens – including self-service – has increased, some COVID call centers have begun shutting down. In Fannin County, Texas, officials announced they will be closing the specially set up call center put in place earlier this year to help with vaccine registrations.

According to the Paris News, Fannin County was the first in the region to establish a central location for any Texan to call to register for a COVID-19 vaccine. The call center initially had one paid position working 40 hours a week, but officials quickly realized they needed more people manning the phones after more than 4,000 calls came in during the first week of operation. Commissioners ultimately approved four paid positions to handle inbound and outbound calls with salaries coming from the county’s general fund.

“It was a difficult decision for the Commissioners’ Court to end the Vaccine Call Center. Schedulers had to make eight to 10 calls to schedule one person. Many have received their vaccine elsewhere causing a significant delay for citizens,” County Judge Randy Moore said in a statement “Everyone that is currently on the Fannin County COVID Vaccine waiting list will be scheduled through our scheduling center until the list has been exhausted.”

Thee call center was operating in conjunction with the Texoma Medical Center in Bonham, Texas, which links with providers in the county to distribute vaccines, and more vaccine providers have come on board. They’ve created links and emails for easier registration, Moore said. Those citizens in Fannin County seeking a vaccine are being encouraged to contact a local provider.

Edited by Maurice Nagle