In 2020, the Covid-19 outbreak brought many challenges to the public sector. There was a sudden need to create hotlines for entire countries—such as Slovakia, with a population of 5.5 million. Slovakia’s hotline would have to handle countless issues regarding the coronavirus, from general information to the tracking of cases, vaccination, testing and home treatment.
Slovakia’s Ministry of Health—specifically the Department of Crisis Management—needed to set up a new call center to manage Covid-19 more efficiently by providing citizens with a reliable source of answers and information.
Although the department had around 150 employees, it became impossible to manage the number of callers. The pandemic urgently required a call center that would be prepared for a record-breaking call load.
The call center had to be built in just a few days. It immediately needed to have a stable line that could handle an enormous amount of people calling at once. (Once active, the hotline actually received 500 calls in one second, more than any other line in Slovakia’s history.)
Because there was no such call center in the country, the best course of action was to create a unique team of people ready to help: works from the NCZI (National Health Information Center), soldiers, volunteers and employees from companies such as Tatrabanka, Telekom, SLSP, Credit Call and Curaprox, among others.
However, getting support from the private sector actually made things a bit complicated. It’s one thing to run a call center with 50 agents in one office; it’s an entirely different situation to run a call center with people from 10 different organizations. Without a potent cloud-based call center software, it could arguably turn into a nightmare.
To cover all requirements, the Ministry of Health decided to test three cloud-based call center solutions. The number one priority was stability. Only CloudTalk managed to handle the call load; the other systems literally collapsed immediately. It also met all other needs, which would guarantee efficient management of the highest number of calls possible.
The key requirements for the phone software were:
In the last three months, the hotline from the Ministry of Health has made 200,000+ inbound and outbound calls using 11 phone numbers, having spent 145,000+ minutes on inbound calls and 3,000+ minutes on outbound calls.
Thanks to CloudTalk’s phone software, the hotline is able to handle around 50,000 call requests monthly from Slovak citizens regarding vaccinations, testing, quarantine and information about crossing borders.
The hotline is consistently the busiest in Slovakia. There are days when it handles 15,000 calls a day. Luckily, the Ministry of Health is confident in its choice of vendor. CloudTalk has proven to be reliable every step of the way, thereby playing a crucial role in keeping Slovakia’s citizens informed during the past year.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?