The Covid-19 pandemic has incited unprecedented challenges and transformations across various sectors globally, not least within health services. Among the myriad adaptations, the deployment of national call centers has emerged as a pivotal resource in providing timely information, support, and healthcare guidance to the public. A recent qualitative study conducted by Eslami Jahromi, Ayatollahi, and Ebrazeh sheds light on the experiences associated with this innovative strategy during the pandemic. The research meticulously explores the strengths and challenges inherent in utilizing a national call center, marking a significant contribution to the ongoing discourse on health communication and service delivery amid crises.
The study adopts a qualitative lens to gather in-depth insights from call center operators and users. By employing interviews and thematic analysis, the researchers aimed to unravel the nuanced perspectives surrounding the effectiveness of call centers. This exploration is essential as it provides a comprehensive understanding of how people’s experiences during the pandemic shape their interaction with healthcare services, especially when direct contact with health facilities was limited. The findings emphasize that these call centers emerged not merely as information providers but as crucial platforms facilitating mental health support and reducing anxiety.
One of the primary strengths highlighted in the research is the adaptability of call centers in responding to the rapidly evolving needs of the public during the crisis. As the Covid-19 landscape shifted with emerging variants and changing guidelines, call centers proved to be agile in adjusting their protocols and information dissemination strategies. This adaptability enabled them to keep pace with the influx of inquiries, ensuring that the public received accurate and timely advice. Such responsiveness reassured individuals during a time of uncertainty, thus enhancing their trust in health authorities.
However, alongside these strengths, the authors also reveal significant challenges that framed the call center experience. High volumes of calls often led to overwhelming workloads for operators, impacting their ability to provide thorough and compassionate responses. The pressure of these conditions revealed the need for adequate training and support for call center staff. Enhanced training protocols could equip operators to handle complex questions and emotional distress, ultimately improving the quality of service delivered.
Another notable challenge discussed in the study pertains to technological limitations. While many users praised the call centers for their accessibility, technical difficulties—such as poor connectivity and insufficient resources—hindered effective communication. These barriers not only frustrated callers but also strained the operators, who worked tirelessly to manage expectations under challenging conditions. This underscores a critical area for future improvements, advocating for investment in technology and infrastructure to better support health communication efforts.
Mental health emerged as a prominent theme throughout the qualitative analysis. The psychological toll of the pandemic caused many individuals to reach out to call centers, seeking not just information about Covid-19 but also emotional support. Call center operators reported their roles, often transcending traditional duties by providing empathetic listening and reassurance to distressed callers. This aspect of the call center’s function highlights an essential, albeit often overlooked, dimension of public health response during crises.
Moreover, the findings of this study suggest that the call center model provides a unique opportunity for creating synergy between public health authorities and communities. By analyzing user experiences, the researchers advocate for a community-oriented approach that incorporates feedback from callers into the strategic planning of public health responses. This could foster a more inclusive health communication framework, enabling authorities to cater to the diverse needs of the population more effectively.
The implications of this research extend beyond the immediate context of the pandemic. As societies continue to grapple with public health challenges, the lessons learned from this qualitative examination can inform the design and implementation of future health communication strategies. By prioritizing adaptability, operator support, and user feedback in developing call centers, health authorities can enhance their responsiveness to public inquiries and needs in various crises.
Furthermore, the study emphasizes the importance of equity in access to healthcare resources. While call centers provided essential services, disparities in access to communication technology and literacy among populations highlighted the need for targeted outreach efforts. Ensuring equitable access is paramount to realizing the full potential of call centers as public health tools, fostering a more inclusive approach in reaching marginalized communities during times of crisis.
In concluding their study, Eslami Jahromi, Ayatollahi, and Ebrazeh call for continued research and investment in health communication strategies that align with the evolving public health landscape. Their work provides a vital foundation for understanding the dynamics of call centers as integral components of healthcare delivery during an unprecedented global emergency. Moreover, the qualitative insights gathered underscore the potential for improved service delivery, staff training, and technological support.
As we navigate an ever-changing health environment, the reflections from this study serve as a timely reminder of the critical role that effective communication plays in addressing public health challenges. The experiences documented by the authors offer valuable lessons not only for current practices but for framing the future of health service delivery in an interconnected world marked by uncertainty.
In essence, the blending of qualitative insights with practical recommendations positions this study as a significant contribution to the literature surrounding health services research. By illustrating both the strengths and challenges of call centers during the pandemic, it opens avenues for innovative thinking in public health communication strategies.
This rich tapestry of findings underscores a crucial narrative: that in times of crisis, the mechanisms of support must evolve to meet the changing needs of the public. Emphasizing user experiences, proactive adjustments, and community engagement constructs a comprehensive view of how health services can thrive amid uncertainty.
In summary, the national call center model, as investigated in the study, stands as both a beacon of hope and a challenge to traditional healthcare communication methods. By embracing a holistic understanding of the call center experience, health authorities can navigate future health crises with greater efficacy and compassion.
Subject of Research: The use of national call centers during the Covid-19 pandemic
Article Title: Exploring strengths, challenges, and experiences of using a national call center during the Covid-19 pandemic: a qualitative study
Article References:
Eslami Jahromi, M., Ayatollahi, H. & Ebrazeh, A. Exploring strengths, challenges, and experiences of using a national call center during the Covid-19 pandemic: a qualitative study.
BMC Health Serv Res 25, 1461 (2025). https://doi.org/10.1186/s12913-025-13642-4
Image Credits: AI Generated
DOI: https://doi.org/10.1186/s12913-025-13642-4
Keywords: Covid-19, health communication, call centers, qualitative study, public health response.
Tags: challenges in health service deliveryeffective communication in public healthhealth communication strategies during criseshealthcare support systemsmental health support through call centersnational call centers during COVID-19operator experiences in national call centerspandemic response strategiespublic health information accessibilityqualitative research on healthcare servicesthematic analysis in health researchuser perspectives on healthcare guidance
