COVID-19 Hotline
Equitable Vaccination Distribution & Scheduling.
Challenge
Scheduling COVID-19 vaccines requires innovative and bold collective actions from government to reach out vulnerable people.
Strategy
- Atento created one solution to address this challenge: Equitable Vaccination Distribution & Scheduling, supported by Atento@home.
- The State of Maryland was able to easily handle the increased incoming calls volume while also reaching out residents to help them out with scheduling appointments.
- Technology empowered this solution by leveraging on messaging integration, real-time analytics, and digital agents combined with call center agents. And most important: following the HIPAA guidelines.
- This service is enabled by Atento@home, a secure, cloud-native solution that facilitates access to specialized talent to work safely from home.
Results
1.5M residents served on a monthly basis
60% interactions handled on digital channels, freeing calls for those who needed human interaction.
99% calls answered
94% CSAT Rating
