A new call center opened Thursday at Altoona’s VA hospital, expected to help veterans avoid the frustration of waiting in line, in person or over the phone.
The new office will help veterans schedule appointments and answer questions.
Charles Becker, the acting medical center director says data provides an abandonment rate, which is the number of people on the phone who hang up frustrated after being put on hold or being transferred numerous times.
Becker says that rate would reach up to 25 percent of their call volume and he’s optimistic that the new call center will bring it down to under five percent.
There are nine assistants taking calls and one supervisor.
Becker says when you call, there’s still a machine recording, but the automated menu is short and sweet with the ultimate goal of getting you connected to a real person, giving patients the best access.
“Well if a veteran is frustrated and hangs up, he may not get the care he needs and we don’t want that to happen…” Becker said. “We want to be able to have good access to the care and scheduling an appointment is just part of that access.”
The center is open weekdays from 8 a.m. to 4:30 p.m.
There are also plans in the future for veterans to use a cellphone app to make appointments.