Jun

Agents of Information

“Smithsonian Information, how can I help you?”
“Hi, my family is coming to see the Kusama exhibition, when does the museum open?…”

The Smithsonian General Information Call Center has been around for years – primarily covered by volunteers and led by the Office of Visitor Services and Volunteer Management. Volunteers are the foundation of the Call Center and are the voice of the Smithsonian to oh so many callers from around the world. The Call Center operates Mondays through Saturdays every week of the year.

Rolodex with index cards in foreground, computer monitors in background — This 1970s Rolodex gave way to 21st-century electronic database in the background. (Photo courtesy Susan Rosenvold)

One can probably guess these volunteers answer calls but answering calls is only part of their job. To answer calls, they must have an extensive knowledge of the world’s largest museum, education, and research complex. They don’t, however, go it alone, there are exceptional resources they rely on including the Smithsonian’s website, and a database called InfoDex. Still, they spend time before their shift scrumming through Smithsonian news sources, searching for the latest information.

Call Center agents assist the Office of Visitor Services in other ways as well. Two years ago, during the COVID shutdown they assisted in developing the InfoDex. Volunteers reviewed, made recommendations, and tested the new resource before coming back to the on-site Call Center in March of this year.

Working in the Call Center can be rewarding and amusing, sprinkled with some challenging calls. The most interesting call during the pandemic was from a gentleman requesting the Smithsonian remove the three bodies in his attic that scared him. He was referred to local law enforcement. Recently, a celebrity called to ask about visiting after hours. The most amusing may have been the person calling from inside the National Muesum of Natural History asking what he could see there.

A few of the best aspects of working in the Call Center is helping and delighting callers and participating in meetings and enrichments as well. Many callers don’t realize how large the Smithsonian is, and ask simply, “Are you open?” It is fun to then ask “which museum are you hoping to visit? We have 19,” and blowing their mind. The vast majority of callers appreciate the information and are happy to hear a live human at the other end of the phone.

Volunteer in OVS 4th floor offices — A Call Center volunteer answering calls in the Smithsonian Castle. (Photo courtesy Susan Rosenvold)

Anyone with a desire to help others may consider joining the Call Center team. Afternoon and weekend shifts are still available. If you’re a current Smithsonian volunteer, find the application by logging into Vsys and looking under ‘New Opportunities’. If you’d like to become a Smithsonian Volunteer, click on the link here or contact the Call Center Program Coordinator, Susan Rosenvold at rosenvolds@si.edu.

Susan Rosenvold has a master’s degree in Military History and coordinates the Smithsonian Call Center. She joined the Office of Visitor Services staff in May 2020.