Press Release: CTG Provides COVID-19 Hotline and Vaccination Service Desk Solution to Help Organizations Handle Surging Call Volumes
Jan 29, 2021
BUFFALO, N.Y., January 29, 2021—CTG, a leading provider of information technology (IT) solutions and services in North America and Western Europe, offers and has successfully implemented help desk solutions that accelerate organizations’ ability to successfully manage skyrocketing requests related to COVID-19 and vaccine scheduling and logistics. CTG’s COVID-19 Hotline and Vaccination Service Desk Solution provides first-line non-clinical call support for scheduling and questions about COVID-19 and vaccinations, alleviating the extreme strain on an organization’s current service desk.
CTG is able to rapidly stand up a specialty service desk to provide immediate front line support for patient and employee questions about the vaccination process and procedures via phone, email or messaging within their healthcare portal.
CTG’s repeatable, scalable process allows it to quickly ramp up to support spikes in call and email volumes, while adhering to all compliance, rules, and regulations.
For one government client, CTG successfully quickly stood up a call center capable of handling 3,000 daily contacts. Agents were on-boarded, trained, coached and, handling patient inquiries in just 10 days. This included complete COVID “Notify” Tracking which traces and reduces the spread of COVID-19. CTG has also implemented COVID-19 hotline and vaccination service desks for three prominent west coast academic medical centers.
CTG has a history of scaling quickly to meet the client’s needs. In the early stages of the 2020 pandemic, when call volumes spiked the first time, CTG was able to increase staff quickly while maintaining quality and meeting all SLAs despite a 57% increase in call volume and a 1,772% increase in telehealth-related calls.
The client stated, “We are currently conducting 55% of our daily ambulatory visits via telehealth across our four hospitals. We could not have done this without CTG’s support. I very much appreciate CTG’s partnership during this most challenging time in healthcare—it is helping us stay ahead of the curve.”
As rollout for the vaccine continues, CTG has the capabilities and the experience to address the challenges organizations are facing. Our high-touch and cost-effective approach provides communities with immediate access to the information and support they need without further taxing an organization’s internal teams.
“CTG’s Service Desk Solutions play a fundamental role in rolling out the COVID-19 vaccine by providing the necessary patient support,” stated Phaedra Divras, CTG’s Director of Infrastructure, Support, and Operations Solutions, North America. “Our ability to quickly implement solutions has had a positive impact on the organizations we work with and has accelerated their ability to deliver quality healthcare and support services to their patients and communities.”
COVID-19 has fast-tracked the shift to telehealth and increased the number of patient portal users, which is also stretching internal IT support teams thin. CTG offers 24x7x365 white-glove support to manage this increasing user community. Our agents handle patient inquiries related to portal access, navigation, appointment scheduling, messaging to care providers, and online bill payment that are received via phone, email, or system message.
For more information about CTG’s solutions, visit our website.
CTG creates and delivers comprehensive information technology and business offerings built on a proven record of accomplishment for measurably improving the quality and impact of enterprise technology. CTG’s offerings accelerate digital transformation to help our clients achieve their desired technology and business outcomes. Our reputation as a reliable, results-driven partner reflects our uncompromising commitment to ensuring that our clients’ transformation initiatives will deliver the results necessary to compete in their new normal: improved data-driven decision-making, meaningful business performance improvements, new and enhanced customer experiences, and continuous innovation. CTG has operations in North America, South America, Western Europe, and India that serve clients' needs across a range of industries. The Company regularly posts news and other important information at www.ctg.com.
Amanda LeBlanc was appointed Vice President, Americas Marketing in December 2023 and has responsibility for CTG Marketing, Communications, and Sales Support programs supporting the company’s Americas’ business. Previously, she served as CMO and Vice President of Global Marketing and Communications prior to CTG’s acquisition by Cegeka. She is an accomplished marketing and communications leader with almost three decades of experience building and developing high-performing teams and successful marketing strategies that drive revenue growth, customer acquisition, and increased brand awareness and loyalty. Amanda joined CTG in 2012.