Get Ready for Call Center Surge - A Toolkit for Local Health Departments

Call Center Surge

Workforce Training

Training staff to support your call center operations is critical. You may have months of lead time or need to train in the moment of an emergency response (just in time/JIT).  Training lays foundation of information operators need to be successful including how to use the operator manual, specific job responsibilities, working with the equipment, risk communication principles, and how to provide good customer service. 

Use the tools and sample slide presentations as resources to think about and begin to train your staff to support call center operations and the timely and accurate flow of information to the public.