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News : Helpline Sees Surge in Mental Health-related Calls During COVID-19 Pandemic

#contactcenterworld

Manila, Philippines, Aug 26, 2020 -- The prolonged coronavirus pandemic is taking a psychological toll on many people as the National Center for Mental Health saw a huge spike in the number of calls made to its hotlines since movement restrictions were enforced in March.

Data from the NCHM showed that more than half of the calls made to the center’s hotlines since these were set up last year were seen between March and August. The government began implementing community quarantine measures to slow the spread of the coronavirus disease mid-March.

NCHM reported that 672 calls were made in March, 1,104 in April, 1,083 in May, 1,115 in June and 1,034 in July. It received 440 calls as of August 15.

Before the pandemic struck, NCMH said it had received an average of 13 to 15 calls daily or around 400 calls monthly. The volume of calls doubled from March to August this year, with the center receiving an average of 32 to 37 daily calls.

In a press briefing Wednesday, Health Undersecretary Maria Rosario Vergeire said the peak of suicide-related calls happened in July with 115 calls.

The NCMH reported the top reason for people reaching out to the center was anxiety-related concerns.

"The anxiousness is exacerbated [as well as] their anxiety-related feelings because of what we have in our situation," Vergeire said in Filipino, adding most of the calls were from returning callers.

Containment measures to curb the spread of COVID-19 that has so far infected over 202,000 people in the country upended the daily lives of Filipinos, forcing millions to stay home and limit their movements.

Majority of the people who sought for help were from outbreak epicenter Metro Manila. Figures from NCMH also showed that there were more female callers than male and most calls were made by people aged between 18 and 30.

The World Health Organization said in May that the impact of the pandemic on people’s mental health is "extremely concerning."

"Social isolation, fear of contagion, and loss of family members is compounded by the distress caused by loss of income and often employment," Tedros Adhanom Ghebreyesus, WHO director general, said then.

‘It’s okay not to be okay’

The WHO on its website said that "fear, worry, and stress are normal responses to perceived or real threats, and at times when we are faced with uncertainty or the unknown."

Vergeire earlier encouraged people who are experiencing depression or anxiety to call mental care hotlines. She also called on the public to stop mental health stigma.

"What I want to get across to our fellow Filipinos is that, first of all, it’s okay not to be okay. We all feel these kinds of emotions because of this situation. But what we need is support from our families and support from our community," Vergeire said Monday.

Over the weekend, the government suggested tapping religious leaders for help amid the rise in suicide cases during the pandemic. But groups stressed that it should be mental health professionals who should lead in addressing the psychological toll of the crisis.

Those who may need mental support and assistance can reach the following NCHM’s hotlines:

09178998727 (mobile)
02-7-989-8727 (landline)
155 (toll free, landline to landline)

#contactcenterworld

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


Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Thursday, August 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
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.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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