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News : Study: 112 Call Centre Workers' PTSD Often Undiagnosed

#contactcenterworld

Helsinki, Finland, Dec 16, 2019 -- Operators at Finland's Emergency Response Centres (ERC, reached by dialling 112 in Finland) are prone to extreme mental strain as part of their work, but police resources are ineffective at diagnosing and treating their post-traumatic stress (PTSD).

The occupation's high psychological toll entered public discourse in December with the publication of researcher Susanna Sankala's sociology thesis, the first ever to study the wellbeing of Finland's ERC operators.

Sankala, who was an operator herself, said she was surprised when her interviewees opened up about their stress spontaneously, some breaking down in tears.

Juha Järvelin runs a national PTSD workshop unit for the police, which he started together with fellow organiser Pasi Härkönen. Järvelin said he is glad that the serious effects of the ERC workload are finally coming to light.

"It's really great that this grad school level paper has been able to raise this issue. It's very impressive indeed that this research has been conducted," Järvelin said.

Järvelin wrote about the efficacy of police occupational health services during crisis situations in his own dissertation in 2011. He said now that the problem has been recognised, police administrators can finally take steps to alleviate the pressure on ERC operators.

"I've met with call centre workers abroad who have PTSD. I've been waiting for someone to tackle the issue properly here in Finland, too."


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Workshops help with trauma

PTSD is a condition that may arise from exceptionally menacing or catastrophic events that cause intense anxiety.

ECR operators do not directly see any corpses or guts on the job, nor the victims they speak with. However, they constantly hear the sounds of domestic violence, desperation and panic through the telephone.

Symptoms of PTSD include replaying memories of traumatic events, nightmares about then or even experiencing momentary but harrowing flashbacks.

"In my experience, PTSD isn't acknowledged within the police force. Or if someone does admit they're having trouble, our health care services don't know how to identify it as PTSD," Järvelin said.

The first PTSD workshops for police were organised in 2012. Seven investigators who work with crimes against children came to one of these sessions, and Järvelin said he remembers how staggering the amount of accumulated stress turned out to be.

"The ECR involves so many similar factors that it would be odd if the operators didn't show any signs of long-term stress or even full-blown PTSD," he said.
When the agony subsides

Call centre operators are essentially first responders, says Järvelin, who was a police officer for 32 years. He knows from experience that the quality of life of the officers, firefighters, medics and operators would increase dramatically if the stressors involved were identified, acknowledged and discussed.

"That way, there would be no need for the false professional facade that makes workers say 'I don't feel a thing'."

Some of the participants in the mental health workshops have PTSD themselves. They often report feeling awful without a clear reason, or they feel anger at home as well as at work. After just three full sessions they already felt much better, Järvelin said.

"When the agony subsides, they feel immense relief. They regain their joy of life."

He said he hopes that the current discussion will lead to real changes in the way ECR operators' jobs are understood by their employers and health care providers.

"If we could get a PTSD retreat organised, Finland would be number one in the world in dealing with the trauma that emergency operators face. But it means we need all ECR personnel to be on board with the plans," Järvelin said.

He emphasised that all operators and other first responders share the fact that they experience stress over things that no regular job entails. They face the dramatic trauma of life and death.

"And this is the crux, what we don't talk about. The old way of thinking is that this is just a job, if you can't hack it then you've failed somehow. That is hardly the case; we simply need better support systems to respond to the realities of the work they do," Järvelin said.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://yle.fi


Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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

Published: Wednesday, December 18, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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