Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

News : 104 Helpline Handles Issues Related to Physical, Mental Health

#contactcenterworld

Chennai, India, Nov, 2018 -- While 108 emergency is an all-inclusive one, 104 is a medical helpline that provides information, advice and complaints on healthcare comprising both physical and mental.

Of late, there has been several incidents that reveal how people have been affected psychologically.

A casual conversation with an 104 helpline official revealed that they have been taking a slew of measures to address the issue which the second part of the series sheds light on.

The helpline receives 2,500 calls per day from the State and 5 per cent of them are from Chennai.

Once the call is received, basic details are collected by the registration desk and based on their complaint, the line is transferred.

"If the issue involves other government agencies, the information is right away sent to the nodal officer and they have to report back to us with details of the problem," said the official from the helpline.

Health information officer, health advisory officer, counsellors, service improvement officers and medical officers are the desks that cater to the medical needs of people throughout the State.

Ring2 Dashboards & Wallboards Free Trial

In addition, specialised doctors from government hospitals and colleges are deputed every month.

"A majority of the callers have questions about seasonal disease conditions. The queries are answered with the material authorised by the Directorate of Public Health and Preventive Medicine," said the official.

To cater to the mental health requirements of people, the employees of the helpline have been taking proactive measures by employing clinical psychologists who work round-the-clock.

In one of their reactive measures, the team has been providing counselling to the State police force.

The official said, "For the past one year, it was reported that several cops had committed suicide. After this, we began to probe the reasons and identified that they are not psychologically strong. The reasons were alarming which made us chip in and address their problems."

"They are mentally vulnerable and harassed to a great extent. To lighten them up, the counsellors visit the training academies in Egmore and St Thomas Mount weekly once or twice to conduct group therapy. Several police officers open up at such meets and give vent to their emotions," explained the official.

When the exam season begins, suicides seem inevitable and the team begins its campaign well in advance.

"For school students, we begin to target them as early as January, which is the preparatory phase, and provide them information about their food habits and maintaining physical and psychological health. The follow-up continues post the exams – during the time of results. Expert counsellors provide them mental support," added the official.

When the ‘Blue Whale Challenge’ was making waves in the city, several students fell prey to it and the team received quite a lot of callers asking about the unusual behaviour of their wards. With combined efforts, 15 children were saved from committing suicide, he said.

"Post-rescue, the counsellors followed them up and enquired about how they got into the game and ensured that they did not fall into the trap again,’ said the official.

The department has also been actively advocating organ donation. "For the past few months, we have been promoting organ donation as there is high requirement. If a family is willing to donate organs of the person who passed away, we coordinate with the local government hospital and request the team to go to their location for registration and completing the formalities," said the official.

Several patients are admitted to government hospitals for attempting suicide. Recently, the 104 helpline gathered information about such people and tracked them for the next few months as they would be prone to commit suicide once again.

"We kick-started this initiative a few weeks ago and hope to bring down the suicide rate in the State," said the official.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://newstodaynet.com


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Promoting Your Brand

Read today's tip or listen to it on podcast.

Published: Tuesday, November 6, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8420 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =