The launch of the 2nd wave of vaccination registrations for teachers and seniors 70+, in connection with the occupancy of line 1221, located in the Dial Telecom network, went smoothly as expected. The smooth running was influenced by several factors.

Since it was the 2nd wave, everyone was more prepared. All the parties involved cooperated very intensively and reacted to the current situation so that the initial difficulties did not recur. There were many more people who tried to register for the vaccination system, but they were better handled, thanks to an increase in the number of authentication SMS sent, which was ensured by mobile operators. So, in the end, fewer people called 1221.

In the first hour since the arrival of the Call Center operators, ie on March 1, 2021, a total of 20,528 calls arrived between 8:00 and 9:00, of which 7,293 were connected. All incoming calls were handled 100% from about 11:00.

"We consider it crucial that the logic of registrations was different this time than in the first wave. It did not depend on the order in which the registration took place, but on the age of the registered person. At the same time, it was not possible to order the vaccination date straight away, so it was less attractive for the target group. Among other things, the number of call channels to the Call Center operator was increased, as was the number of trained operators who handled incoming calls. ”Said Petr Voženílek, Voice Switch specialist at Dial Telecom, a.s.

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