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News : 30% of Calls to Suicide Helpline by Jobless Youths

#contactcenterworld

Ahmedabad, India, June, 2022 -- Mahesh (name changed) who earned Rs 15,000 per month lost his job following retrenchment recently. He took up a job for Rs 7,000 in another company to take care of his family and two kids even as he nurtured suicidal thoughts. Mahesh was saved after he made a desperate call to 18002333330, Jeevan Aastha’s suicide prevention helpline, on May 15.

Realising that he needed to act quickly, the helpline’s liasoning officer Pravin Valera put Mahesh in touch with a counsellor.

"We also dispatched a team to his house where we counselled and convinced him that this is a temporary setback and he can always get a better job in the future," said Valera.

Mahesh still works for Rs 7,000 per month, but is now actively looking for a job that pays well.

The case is just one of the over 270 calls that the helpline received in May 2022, of which 30% (81 calls) were made by people who felt defeated due to their poor financial condition or joblessness.

"We counselled each of these callers who had suicidal thoughts as they had lost their job during the pandemic and were forced to work in low-paying jobs just to sustain their families," he said.

Of gaming and frauds

The helpline also got calls seeking help with extramarital affairs over online games, financial frauds and getting honey trapped for sextortion.

"We got a call from a 25-year-old man who told us that his wife met a young man from Maharashtra while playing online Ludo. His wife and the man got close and began to chat. When the 25-year-old found out about it on checking his wife’s phone, he was depressed and harboured suicidal thoughts," Valera said.

It took the counsellors several sessions of counselling to help the youth get back his desire to live and in the process helped save his marriage.

"We had to counsel and tell them that online affairs are superficial most of the time and do not last long. We also advised the wife to stop chatting with the other guy," he said.

A helpline volunteer recounted 27 calls in which the caller was suicidal over relationships including extramarital ones.

Valera told Mirror that often excess and unproductive use of the internet also lands individuals in trouble. "In the last week of May 2022, we got a call from a man from Ahmedabad who befriended a girl on Facebook. She requested him for his photo which he sent and soon he got a call from a man identifying himself as a Mumbai Crime Branch officer," he said.

The two then threatened the youth and together extorted lakhs of rupees from him. The youth was suicidal as he feared that they would upload his morphed pictures on social media.

The helpline also received 15 calls in May from men who were honey-trapped by women working in cahoots with fraudsters.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://ahmedabadmirror.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.
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Today's Tip of the Day - Experience And Architecture

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

Published: Tuesday, June 28, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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