Call center in the clash against COVID-19

ABSTRACT

The pandemic caused by Covid-19 has demanded new forms of health care. The Ponta Grossa State University (UEPG, Portuguese acronym) Institutional Support Program to Outreach Actions of Prevention, Care and Response to the Pandemic of the New Coronavirus" was created in order to answer, clarify and guide the population. The program is financially supported by the General Superintendence of Science, Technology and Higher Education, the Secretariat of Health and by the Araucaria Foundation of Scientific and Technological Development Support of the State of Parana. The program is developed in partnership with seven state universities and the Federal University of Parana. The program acts on three aspects information centers, call centers working alongside local health units and attention to the Parana borders. This article reports the experiences of call centers' team, an important social tool in call centers, which are under studied. Call centers are fast and easy access tools as they use various forms of contact such as smartphones, computers, tablets as well as numerous forms of interaction in the social networks, for example, chats, voice and video calls to reach different social classes and age groups.