Interesting I saw this post- I might have some insight as I work in a call center as a nurse. My job is a bit different - I do not triage per say. I work for a vendor, so nurses are hired to serve as licensed healthcare communicators for various pharmaceutical companies. Let's say you have a question regarding a specific medication- maybe side effect or stability information, you can call the pharmaceutical company and typically may get a nurse or other healthcare professional on the line to answer your questions and if you report that these side effects occurred to a patient then they are required by the FDA to make a post marketing adverse event report..... It's unfortunate that more information regarding this jobs are not out there- it is very different and only certain individuals actually stay. I am not sure how other companies work. The hours are not set in stone meaning even if you are scheduled to log out at 5 pm- sometimes it may not happen, you may get a call at 4:59 pm or may still be working on an adverse event report you received earlier ( if that's part of your job). Some days we don't receive that may calls, there may be a lot of sitting around not doing much- but again depends on what your role is and the call value, I know certain client ( pharmaceutical company) may receive one call after the other nonstop.
At my job, there are certain things you have to say throughout the call because it is a requirement ( ex. a specific greeting) you are recorded and your calls are listened and "graded" based on how you handled it and if you hit all your "marks." Some nurses find it a bit overwhelming to sit all day and take calls after call, remember everything they are suppose to do during the call, other just miss the patient interaction and using their technical skills. In this job, you use the computer at all times- especially specific programs and you navigate it while still talking on the phone ( multitasking to the max) with time you start to get it. Knowing where to transfer patients to or the information you have available to answer questions is a must- most of the clients I work for have a set of FAQs you can use and you are not allowed to give any other information then what is provided ( can be tough if you know the info or what you would do or say in a clinical setting)
At my current job we do work after hours, weekends and holidays- for a few of the pharmaceutical companies the nurses provide support and teaching as well ( injection training, answering general medication and disease questions): this I really enjoy. For other projects, I provide MRI information to HCPs and report AEs ( adverse events) and product quality complaints (PQC or PC- anything wrong with the actual med and its packaging physically), which again may differ from what you are req to do. FYI the pay not the greatest ( well at my job lol )
I know this is a lot of info so, anything specific ask away!