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News : WHO-backed Telephone Counselling in Turkey for those Dealing with COVID-19 Stress

#contactcenterworld

Ankara, June 30, 2020 -- A Turkish mother, finding it hard to cope with her 6-year-old son’s unusual tantrums, was able to call a newly created mental health telephone service to ask for advice. The responder who answered her call explained that children who are socially isolated can often feel bored, stressed and afraid while COVID-19 measures keep them apart from their schools and friends.

This mother is one of many Turkish people who have contacted the newly created, WHO-backed helpline which supports those affected by mental health issues in the wake of COVID-19.

"This psychosocial health support line was established to help people cope with stressors caused by changes to the lives of health workers and the public from COVID-19. It also assists individuals with chronic mental illness and provides a referral mechanism for people who need to access social services," states Dr Esra Alatas, Head of the Mental Health Department at Turkey’s Ministry of Health.

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80 000 consultations with trained staff in all 81 provinces

According to the Ministry, the service reaches all of Turkey’s 81 provinces and has provided more than 80 000 consultations to health workers and citizens since its launch in March. A guide for the helpline staff was developed jointly by the WHO and the Ministry of Health, and prior to the launch of the service, 418 staff were trained to offer advice on how to protect against COVID-19, manage stress and access mental health services.

"The guide for psychosocial support hotline staff contains consultation record forms as well as general advice and specially designed technical guidance for those working with adults, the elderly, children, health workers, people with disabilities and some institutions," explains Dr Akfer Karaoglan Kahilogullari, WHO Turkey Mental Health Program Coordinator.

The guide was developed by WHO in partnership with the Public Health Directorate Mental Health Department, Bakirkoy Mazhar Osman Mental Health Training and Research Hospital, University of Health Sciences, Turkish Red Crescent and International Medical Rescue Teams Association (UMKE-DER), with the support of Eskisehir Technical University.

Thanks to the helpline, those who are struggling mentally to adapt to life in the shadow of COVID-19 feel supported. In the case of the son who was having tantrums, the hotline urged the family to listen and to talk through their feelings as a way of learning to accept events beyond their control. The boy’s mother says that, thanks to this intervention, she has learned to stop blaming herself when things go wrong. "I forgive myself much more easily and more frequently now when I make parenting mistakes," she says. "I am more understanding and patient towards my children."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.euro.who.int


Today's Tip of the Day - Customer Feedback

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

Published: Wednesday, July 1, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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