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News : Lockdown: Gender-based Violence Call Centre Receives 120,000 Calls in 3 Weeks

#contactcenterworld

Cape Town, South Africa, May 11, 2020 -- On Mother's Day on Sunday, some women were showered with gifts, love and attention. For others, though, the day marked just another day in an abusive household, where the Covid-19 lockdown has escalated the physical, emotional and psychological abuse they deal with, from beatings to extended periods of silent treatment, hurtful remarks and food deprivation.

Precious Robinson, chairperson of SACSoWACH, a coalition of 33 non-governmental organisations (NGOs), which is supporting the Department of Health with its coronavirus response, says: "The national government's gender-based violence (GBV) and femicide command centre, which runs a toll-free, 24-7 emergency call centre, recorded that more than 120 000 victims rang the national helpline for abused women and children in the first three weeks after the lockdown started - double the usual volume of calls."

This is a concern for the coalition patron, Dr Tshepo Motsepe, who believes an environment of GBV and possible food deprivation are not conducive for bringing up children healthy enough to build a better nation.

Motsepe says that the current high levels of GBV and femicide in South Africa are possibly a result of generational physical, sexual or emotional abuse happening in families, with many children also affected in their educational outcomes.


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Risk is higher

"During the Covid-19 lockdown, our emergency and law enforcement services are overstretched, so more women will be harmed. GBV, in its many forms, deprives women of psychological well-being, self-sufficiency and feeling safe. As a society, that already has high levels of gender-based violence and femicide, the safety risk for women is now even higher," said Motsepe.

"We are concerned about all women - the elderly, young, disabled, lesbian, transgender, rural, migrants and children. Even in normal circumstances, survivors of abuse and violence face a range of challenges in accessing help. These include a fear of not being believed, secondary victimisation and fear of more violence from their perpetrators.

"We hear of women who suffer in silence because their partners are providing, and others believe that their men love them more, so they tolerate jealous and aggressive behaviour. Our concern is that the lockdown may be exacerbating situations that were already dangerous before the lockdown," she added.

"However, violence will not be tolerated. When the president launched South Africa's GBV initiative, his messages were clear:

- End all forms of violence against women and children;

- End no consequence for perpetrators;

- Make public and private spaces which are safe for women and children; and

- Allocate resources for the psycho-social and other needs of survivors.

"The United Nations secretary-general, António Guterres, recognising the very real danger of GBV during this time, said that it should be made a key part of Covid-19 plans.

"We know lockdowns are essential to suppressing Covid-19, but they can trap women with abusive partners. Over the past weeks, as economic and social pressures and fear have grown, we have seen a horrifying global surge in domestic violence."

He went on to underline the importance of a comprehensive global response, saying: "Women's rights and freedoms are essential to strong, resilient societies. Together, we can and must prevent violence everywhere, from war zones to people's homes, as we work to beat Covid-19."

Not considered serious

What is worrying is the attitude shown towards GBV - that it is a foregone conclusion of South African culture, and that it is not considered serious. It should form a central consideration for allocation of resources and responses by law enforcement and social development.

Robinson also added: "At SACSoWACH, we believe that a key area of focus is to ensure that the lockdown regulations are structured so that a woman can be able to reach out for help, leave her home to report abuse without the fear of a fine, intimidation and further violence. We are also working to ensure that accessibility to services such as Thuthuzela Care Centres, hospitals and clinics are not compromised and that all services are Covid-19 safe."

Availability of services for sexual reproductive health is also key during lockdown. The available law enforcement should always prioritise the safety of women and children.

The national government's GBV and femicide command centre can be reached by:

- Calling 0800 428 428;

- Sending a 'Please call me' to *120*7867#;

- Sending an SMS to 31531; and/or

- Adding 'HelpmeGBV' to your Skype contacts.

The Skype line is intended for the hearing impaired. The SMS service is intended for the disabled.

The call centre is able to refer calls directly to the South African Police Service (10111), and field social workers respond to victims of GBV.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.news24.com


Today's Tip of the Day - Have Some Fun

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

Published: Tuesday, May 12, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
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CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
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)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
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InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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