Contact Center
Case Study: DC Department of Health COVID-19 Call Center
Client's Challenge
During the height of the COVID-19 pandemic, the DC Department of Health (DC DOH) faced a critical need to support residents with timely, accessible vaccination services. The agency required a rapid, full-scale deployment of a remote call center capable of managing complex and high-volume inquiries related to vaccine scheduling, registration, and transportation.
Key challenges included:
- Standing up a fully operational and equipped 200+ remote agent workforce on an accelerated timeline.
- Managing high call volumes for COVID-19 vaccination inquiries and appointment scheduling.
- Ensuring agents could access and process sensitive health information securely and efficiently.
- Maintaining training, quality, and performance standards in a fully remote work environment.
- Sustaining operations until all vaccination appointments were completed for DC residents.
Midtown's Solution:
Midtown partnered with the client to launch and operate a fully remote call center to meet the city’s urgent vaccination needs. Through strategic staffing, customized training, and robust technology, Midtown enabled rapid, reliable service to DC residents throughout the public health crisis.
Scalable, Secure Staffing and Onboarding:
- Recruited, vetted, and onboarded 200+ call center agents, supervisors, and QA specialists from our extensive alumni network.
- Completed client-defined background checks for all personnel.
- Leveraged Midtown’s Applicant Tracking System (ATS) to streamline onboarding and distribute equipment to agents in remote environments.
Client-Aligned Training and Support:
- Coordinated and proctored training programs for all business lines, including application registration, appointment scheduling, and vaccine transportation logistics.
- Delivered phone skills and content training in collaboration with DC DOH stakeholders.
- Conducted additional refresher sessions and ongoing knowledge-based testing to maintain service quality and compliance.
Technology Infrastructure and Tools:
- Utilized Amazon Connect for call handling, workforce management (WFM), and case management.
- Deployed Slack for real-time communication, agent support, and access to the internal knowledgebase.
- Ensured remote accessibility, secure login protocols, and data privacy across all systems and platforms.
Performance Management and Quality Oversight:
- Applied Midtown’s QA framework to establish a tailored quality assurance process.
- Used a combination of QA specialists and supervisors to conduct regular coaching and QA reviews.
- Achieved an 89% QA pass rate, exceeding the client’s 83% minimum requirement.
Exceeding Quality Standards:
- Launched and operated a fully remote call center with 200+ trained agents during a critical public health emergency.
- Recruited and deployed background-checked, client-approved staff with rapid turnaround.
- Maintained 100% coverage for COVID-19 vaccination scheduling, registration, and transportation inquiries.
- Delivered a customized training curriculum aligned to the needs of DC DOH and evolving COVID-19 protocols.
- Maintained high service quality with an 89% QA pass rate—above the client’s 83% target.
- Enabled efficient and secure operations through Amazon Connect and Slack integration.
- Supported DC residents with critical health services during a high-demand crisis period.
- Built a trusted relationship, resulting in ongoing collaboration on two additional call center projects with the DC Department of Health.
