Call centers as information and psychological assistance to the population during the spread of the novel coronavirus infection (COVID-19)
DOI: https://doi.org/10.29296/25877305-2021-04-15
Issue:
4
Year:
2021
Provision of information and psychological support was necessary assistance to the population
during the pandemic. Objective: to investigate the role and effectiveness of call centers during the spread
of the novel coronavirus infection (COVID-19). Material and methods. A questionnaire that included 14
questions was designed to place in social networks. The investigation was conducted using Google Forms.
Results. There was a high social activity was noted; 370 people including the employees of call centers,
mostly medical students, took part in the survey during a day. The questionnaire analysis could create a
portrait of citizens who most commonly applied to the call center: their mean age was 46-60 years; these who
were employed or family persons; lived with their retired parents; these who applied more frequently in the
evening on Saturday and Sunday; these who had no effect of self-medication or were anxious, panic about the
available information on the growth of patients in social networks, with claims to the inability to get
qualified help. After 2 months of work, social tension was noted to be relieved; appeals were associated
with the need to obtain specific information; and the state of panic appeals decreased by 70%. Conclusion.
Today, call centers that provide not only a buffer function, but also a real help to people in a difficult
psychoemotional situation are one of the measures that curb the spread of the COVID-19 pandemic.
Keywords:
COVID-19
call center
estimate of efficiency
survey
psychoemotional state
panic
Samara Region
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