Health Agency Rapidly Establishes Large-Scale Contact Center for Critical Need

Client:

South Carolina Department of Public Health

(formerly South Carolina Department of Health and Environmental Control)

Business Challenge

During the COVID pandemic, call volume to the state’s public health agency soared.  Because many citizens in the state did not have internet access, calls with live agents filled the void. The existing DHEC Care Line was overwhelmed with call volume. When the vaccination rollouts began, the agency knew they needed to act quickly to provide needed information specifically about vaccine access and testing so the client committed to the public they would establish a dedicated call center for COVID 19 testing and vaccine support.  The client was facing daily scrutiny from the media and stakeholders, so time was critical.

 

Solution & Approach

InnTec was contracted to quickly establish a large-scale agency call center to assist SC citizens with information related to COVID 19 testing and vaccines. Creating a call center from the ground up required a secure technology platform, a reliable technology provider, call center agents, and training for the entire staff. 

 

InnTec coordinated with expert providers to bring a total solution to the agency.  We collaborated with the agency to establish a training program for new call center agents, set up and configure the Interactive Voice Response System, and work with call center vendors to provide secure network access to required internal agency computer systems.  The dedicated call center launched with 240 phone agents within one month of engaging InnTec.

 

Business Outcome

  • 3 week timeframe to bring up call center

  • Agency had a training program for new call center agents – allowing for quick scaling up as demand required

  • Reduced wait times for citizens calling for information

  • Improved user experience and access to needed healthcare information

  • Secure, reliable cloud-based technology platform

  • Project execution effectiveness improved resulting in cost management and on-time completion

“Many in South Carolina don’t have access to the internet, so offering a dedicated vaccine phone line to help them locate contact information for vaccine providers is essential. This new line helps DHEC offer better customer service that keeps pace with people’s demand for vaccine and vaccine information.”

- SC DEW