Nairobi, Kenya, April 6, 2021 -- Kenyan-based mental health provider, Thalia psychotherapy has just completed the operationalization of a 5,000-agent call center aimed at making mental health services more accessible across Africa. The call center currently has over a thousand agents working on a 24-hour basis.
According to Nancy Ngonda the head of customer service at Thalia Psychotherapy and the project manager, the call center supports both virtual and physical set up though due to corona, the call center has been made to be purely virtual.
"We wanted to try something new. Mental health service provision is skewed towards urban centers, yet the majority of our target customers are in rural areas. Having agents being able to attend to callers even at a local market level will have a great impact in reducing the stigma mental health has in Africa.
We are targeting to have the full 5,000 seats filled within 2 years, but it can be fastened based on the demand. Currently, we can support up to 5 languages though on a trial basis but are working to have all the languages in Kenya offered.
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This call center is breaking barriers in the provision of mental health services in Africa in that it will provide support to multiple countries when fully operational. This will reduce operating costs but increase efficiency.
We are working to add operators from Uganda in the coming days on a trial basis. If successful, this will imply mental health professionals across Africa will be able to treat a person from a different country. The impact will be phenomenal as the number of mental health experts available in some regions will more than triple.
Challenges do exist especially due to cultural differences though the benefits outweigh the initial discomfort. The project also has the potential of allowing mental health professionals in Europe and America will be able to offer treatment to Africans without leaving their homes.
Posted by Veronica Silva Cusi, news correspondent
About Thalia Psychotherapy:
Thalia Psychotherapy is a leading provider of innovative mental health solutions for the African market. Thalia is transforming mental health care by creating a frictionless experience for members, providers, and other stakeholders such as governments. Using matching technology and an innovative digital platform, Thalia quickly connects patients plus spouses and children — to world-class therapists, mental health coaches, and personalized workable solutions.
Published: Thursday, April 8, 2021
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