Amid rising COVID-19 cases and increasing demand for RT-PCR tests, call centres of private laboratories are doubling up as counsellors to customers, calling anxiously to know about their reports.

The private laboratories are struggling to meet the deadline of report delivery due to the surge in demand for RT-PCR tests. In such a scenario, the customer service providers are faced with frantic calls. To calm them down, they enquire about callers’ symptoms and health conditions, and comfort them. The call centre employees have been trained to understand the urgency and severity of COVID-19 symptoms to prioritise it.