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Contact Center Response to Covid-19

In just four days, Maximus launched an outbound call center for the Office of the Assistant Secretary for Health (OASH) in the United States. At its peak, it received test results from 47 federally-facilitated COVID-19 testing sites across 12 states. More than 260 onsite and home-based agents notify individuals of their test results, and we provide Health and Human Services staff with real-time reports of results by area and age.

Additionally, when the US Centers for Disease Control and Prevention info line needed to expand operations to 24/7 coverage, Maximus was able to support. When call volumes peaked in April, 500 agents responded to more than 16,000 calls and 2,000 emails per day from healthcare providers and the public.