ORIENTA + COVID" CALL CENTER SERVICE IN THE XINGU-PA REGION

Worldwide, guidelines have been developed that indicate the adoption of measures, which can guide and assist the population in times of pandemic. In this sense, several cities have incorporated the practice of health call centers with qualified specialists to provide correct information about the disease, creating remote channels to make calls such as telephones, video calls and applications that do not require the crowding of people at health units. The objective of the work was to describe the “Orienta+COVID” call center service installed in the Xingu-PA region, Brazil. The study was carried out in the Xingu region, Pará, Brazil. The reports of the attendants participating in the project were collected and the attendance registration report, which took place from May 25th to June 30th, 2020, was analyzed. A total of 1210 visits were made in the period analyzed through 60 attendants who took turns on duty. During tele orientation, health professionals collected patient data, their complaints and doubts to determine, through the classification of symptoms, what would be the guidelines to be passed. The call center performed by health professionals during the project was essential to answer patients' doubts as well as being able to better guide them on how to proceed in suspected or confirmed cases of the new coronavirus and thus contribute to reducing the demand for urgent and emergency services.

Call center service level: A customer experience model from benchmarking and multivariate analysis

Objective: This paper aims to study the experience of call center service customers the academic and corporate perspectives; it proposes a management model focused on looking after the customer’s experience during a phone interaction. Methodology: The methodology of this article adopts the internal Benchmarking process as a diagnostic tool and describes the user’s perceptive of internal corporate operations and key performance indicators established in a call center’s balanced scorecard. It uses an exploratory factor analysis to reduce dimensions and a confirmatory analysis to validate the statistical model proposed. Results: The results determine the existence of gaps between the key performance indicators implemented to assess the customer’s experience and satisfaction, they show organizational opportunities characterized for the necessity of transforming production methods into simple processes, aimed to give solutions to the customers within the timeframes specified in just one phone interaction. Limitations: The constructs used are limited by the instrument and metrics implemented by the company under study for evaluating the quality of customer interaction when a customer reaches a customer service’s call center. Practical implications: This study is useful in the marketing, marketing relationships, and customer service areas, since it allows the establishment of an inflection point that proposes an integrated balanced scorecard construction the customer’s experience analysis.

Collaborative Innovation Model on 112 Call Center Service

This article aims to find out and explore how collaborative innovation is applied to the 112 call center service. The problem is focused on examining: First, what the condition of 112 call center service is . Second. how collaborative innovation is applied to e-government services. Third, the collaborative model of 112 call center service. To approach these problems, theoretical references from several experts on collaborative innovation and collaborative models were used. Data were collected through a library research as a writing framework and analyzed qualitatively. This study indicates that 112 call center service is a form of innovation in e-government applications. 112 call center service is an emergency service occurs in an area that must be handled as soon as possible. But this innovation do not always go well. It is since there are factors that hinder innovation. 112 call center service has not become a single call number and has not been integrated throughout Indonesia. Recommendation for overcoming it is by collaboration between institutions at both the central and regional levels. Collaboration is formed using the E-Government Integration (EGI) model, which is the relationship between the central institutions and the regional institutions, among agencies, and the relationship with service users, namely the community and the private sectors. This relationship is supported by variables of strategy, technology, policy and organization. It is expected that by applying the model 112 call center services can be integrated.