Call Center Research Articles

Predicting Performance of Call Center Staff: The Role of Cognitive Ability and Emotional Intelligence

This study examined the relationship between cognitive ability (IQ) and emotional intelligence (EQ) in predicting a range of different performance metrics from a call centre environment. In all, 303 call centre staff completed multi-dimensional measures of both EQ and IQ. We also had recorded nine performance data measures for each individual over a 12-month period. There were a few significant correlations with IQ (4/35) and a few more with EQ (4/28), though all EQ measures were related to “Errors Made over the year”. The performance metric that had most correlates was Average Handling Time (AHT) relating to speed of working. The number of errors an employee made was significantly positively correlated with all four EQ factors. Correlational and Structural Equation Model (SEM) analysis highlighted the importance of analysing performance metrics as distinct variables, finding contradictory evidence in the sense that some individual difference factors correlated positively with some and negatively with other outcome measures. The results are discussed in relation to the theoretical implications for researchers interested in analysing call centre performance, and also practical implications for organisations with call centres.

A Retrospective Analysis of Jordan's National COVID-19 Call Center: Operations, Effectiveness, and Lessons Learned.

Contact tracing has been a cornerstone of non-pharmaceutical interventions to control the COVID-19 epidemic, with highly mixed effectiveness internationally. In Jordan, the Ministry of Health (MOH) collaborated with the Jordan Nurses and Midwives Council and the USAID Local Health System Sustainability Project to set up a call center for contact tracing of COVID-19. This study described the operation and assessed the effectiveness of Jordan's COVID-19 call center activities in reaching COVID-19 cases and their contacts. A retrospective observational design was conducted using data from all calls made by the COVID-19 call center cases between November 2020 and April 2022. Data were collected from initial and follow-up calls to PCR-confirmed COVID-19 cases and their contacts. Data on socio-demographics, symptoms, and contact tracing activities were recorded. The study focused on key outcomes, including call success rates, the number of cases and contacts reached, and the role of different detection modes in identifying cases. During the study period, the call center attempted to contact 1,027,911 COVID-19 cases, successfully reaching 802,525 cases (78.1%). Follow-up calls were made to 1,126,334 cases, with a success rate of 74%. The call center appeared particularly valuable during the initial period of the pandemic until it was overwhelmed by the significantly more transmissible Omicron variant of the virus. Two weaknesses were identified: gaps in reaching non-Jordanian citizen cases and difficulty in keeping up with case volume during the Omicron wave of February-March 2022, when reported cases peaked at over 20,000 per day. One-third of all reached cases said that they had been referred for testing through contact tracing. Contact tracing activities led by the MOH were instrumental in identifying new cases, optimizing resource allocation, improving surveillance and data systems, targeting vulnerable population, and supporting mitigation strategies to combat the COVID-19 pandemic in Jordan.

Portrayal of Indian Contemporary Society in Chetan Bhagat’s Five Point Someone and One Night @ the Call Center: A Comparative Analysis

Portrayal of Indian Contemporary Society in Chetan Bhagat’s Five Point Someone and One Night @ the Call Center: A Comparative Analysis

A Conceptual Model of the Relationship between Quality of Work Life and Employee Engagement among Telecommunication Call Center Employees in Malaysia

Employee engagement has been one of the deepest issues for organizations. Organizations are currently struggling to survive due to the tough current economic environment, whereas the only tool for the organization to achieve a competitive advantage is by engaging employees to foster a competitive edge in the marketplace. Previous studies discovered that employee engagement in Malaysia is still steadily improving but falling behind its neighboring countries, including Indonesia and the Philippines, with the result rising only by four points to 63%. In addition, it was revealed that our country still ranks among the lowest in the region. This study focuses on employee engagement among call centers at selected telcos in Malaysia. There are many theoretical approaches to examining the quality of work life and employee engagement. Hence, this study adopted the Spillover Theory and Self-Determination Theory to explain the relationship between independent variables and employee engagement.

How a Novel Approach of Allergy Call Center Improved the Management of the Anti-COVID Vaccination Campaign in Piedmont: Italy.

The anti-COVID vaccination campaign has led to a significant increase in the demand for allergology consultations in patients considered at risk of reaction to anti-COVID-19 vaccines. This study aims to describe the experience of the vaccination campaign held in Piedmont (Italy) which developed a new service of Allergy Call Center (ACC) thus providing for the screening and management of allergy high-risk patients during pandemic. A retrospective analysis was performed on all patients considered at high risk for the development of allergic reactions who were referred by the Immunology and Allergy Unit of Azienda Ospedaliera Ordine Mauriziano in Turin, Italy, between December 2020 and December 2022 and also on ACC consultations. During the COVID-19 pandemic, Piedmont Region instituted the ACC, active from May 10th, 2021 to December 31st 2022, to allow vaccinating doctors to require a telephonic consultation for patients who were considered at high risk for the development of allergic reactions. If further diagnostic evaluations were required, the ACC scheduled a visit with a Consultant of the Unit to better assess the clinical situation of the patient. Furthermore, patients referred by General Practitioners, Occupational Doctors and other consultants were also evaluated by the Unit when required. During the operational period the ACC received a total of 15,865 calls and referred only 336 patients to the unit (27.4% of the total referrals), while General Practitioners referred 499 patients (40.8%), Occupational Doctors referred 61 patients (4.9%), and other consultants referred 326 patients (26.6%). Evaluation and management of a large volume of requests seemed to be facilitated by a proactive framework for screening patients at high risk for allergic reactions as the ones referred by our ACC. This approach led to a prominent decrease in allergological visits to our tertiary care Centre, reducing the waiting times and providing additional support for both patients and healthcare providers, thus allowing the vaccinations to be more easily handled.

Identification of Customer Through Voice Biometric System in Call Centres

In recent times, there has been a growing emphasis on adjusting communication strategies to foster strong customer relationships. This shift is driven by intensified competition, market maturation, and swift advancements in business technology. Consequently, companies have established call centers to efficiently handle customer support and fulfil customer inquiries. A pivotal aspect of enhancing service quality within these call centers involves accurately identifying customers during their interactions. The primary objective of this study is to introduce a methodology for identifying customers within call centers by analyzing their voice characteristics. Voice authentication (VA) has gained prominence in critical security operations, including banking transactions and conversations within call centers. The susceptibility of automatic speaker verification systems (ASVs) to deceptive spoofing attacks has prompted the development of countermeasures (CMs). These countermeasures are designed to differentiate between authentic and fabricated speech. ASVs and CMs collectively constitute contemporary VA systems, positioned as robust access control mechanisms. To achieve this goal, various customer identification systems within call centers have been examined, along with an analysis of audio signal attributes. Ultimately, the manuscript presents a novel approach to customer identification through voice biometrics. Notably, this method excels in recognizing customers even when provided with limited voice data. Empirical findings demonstrate that the suggested speaker identity confirmation method outperforms alternative techniques utilizing different algorithms, exhibiting a higher recognition rate. The present research work is based on two important perspectives of the call centres: a. call center agents experience and b. customer experience. The data collected separately from customers and agents for understanding the effective usage of voice biometric system in call centres. The data represented and satisfies the effectiveness of voice biometric system from both the perspectives. From the data it is also cleared that, the implementation of voice biometric system in call centres still have long way to go but will be a major technological change for the industries worldwide.

Emotional Dissonance and Coping Strategies According to the Emotional Processing Type of Call Center Counselors

Background: This study explored the emotional processing types of call center counselors and examined the differences in emotional dissonance and related adaptation indicates of coping strategies, emotional exhaustion and work performance orientation according to the types.Methods: A total of 271 call center agents (204 females, 67 males; mean age 36.5) participated in the study. Latent class analysis of emotional awareness, emotional expression, ambivalence over emotional expression were conducted. Analysis of variance(ANOVA) was used to examine differences in adaptation indicators according to emotion processing type.Results: Emotional processing types were categorized into Clear(CG), Passive(PG) Repressive(RG) groups. The CG showed low emotional dissonance, good adaptation indicates and functional coping strategies whereas results for the RG type revealed the opposite.Conclusions: By distinguishing between emotional processing types, this study found that emotional processing type is more closely correlated with burnout and work performance orientation than emotional dissonance itself.

Retrospective Evaluation of Falls From Height Cases Admitted to the Pre-Hospital Emergency Healthcare System

Aim: The aim of this study is to analyze the demographic characteristics, timing aspects (time of occurrence, emergency response time, ambulance arrival time), and hospital arrival times in pre-hospital cases of falls in Ankara. Material and Methods: This cross-sectional observational epidemiological study examined data from patients who received pre-hospital emergency care due to fall-related trauma in Ankara between January 1, 2019, and December 31, 2023. Patients were identified through calls made to the central 112 Call Center and documented in the Emergency Health Automation System. Demographic details, injury epidemiology (ICD-10 codes, injury mechanism, incident timing), and emergency response times (command response time, time from ambulance dispatch to scene arrival, transport time) were collected. Results: This study includes 16,136 patients, of whom 6,346 are female and 9,790 are male, with an average age of 38.3 ± 24.3 years. The predominant ICD-10 diagnosis codes are W03, W10, W12, W13, W14, W17, Y30, and X80. The year 2019 saw the highest number of incidents (n=4,014), with a decrease observed in 2020 (n=2,790). The highest number of falls occurred in July, while the lowest was in February, with the fewest falls reported in winter and the most in summer throughout the five years. Most incidents occurred between 08:00 and 15:59 (n=8,366), followed by 16:00 to 23:59 (n=6,456); 1,314 incidents occurred between 00:00 and 07:59. Falls occurred most frequently during working hours (61.9%, n=9,983). The average command center response time was 216.4 ± 203.6 seconds, station response time was 39.6 ± 47.8 seconds, and transport time was 371.6 ± 249.9 seconds. Most patients were transported to Training and Research Hospital (n=7,827), followed by State Hospital (n=3,422), University Hospital (n=2,210), and Private Hospital (n=249). Secondary transfers were mostly related to Training and Research Hospital (n=1,387), primarily for specialist needs (n=1,165). There were 32 patients who received on-scene intervention and 231 patients who died. Significantly increased response times were observed from 2019 to 2023 (p

Sugar-Sweetened Beverage (SSB) and Alcoholic and Caffeinated Beverage (ACB) Intake and Their Effect on the Sleep Quality of Selected Night Shift Call Center Agents Working in Mandaluyong City

Sugar-Sweetened Beverage (SSB) and Alcoholic and Caffeinated Beverage (ACB) Intake and Their Effect on the Sleep Quality of Selected Night Shift Call Center Agents Working in Mandaluyong City

Impact of COVID-19 on Sleep, Anxiety, and Depression Among Medical Call Center Staff: Insights from a January 2021 Study.

BACKGROUND The COVID-19 outbreak emerged as a dual threat, effecting both the physical and mental well-being of healthcare staff. This study aimed to evaluate sleep quality using the Pittsburgh Sleep Quality Index (PSQI), levels of anxiety and depression using the Hospital Anxiety Depression Scale (HADS), and the significant influencing factors during COVID-19 pandemic in 284 workers in a medical call center in January 2021. MATERIAL AND METHODS Out of 443 pre-hospital care providers, 284 consented to participate. Data collection was done using an introductory information form, the PSQI for sleep quality, and the HADS for anxiety (HADS-A) and depression (HADS-D). Surveys were hosted on an online survey website and distributed via WhatsApp, with completed forms retrieved from the website. RESULTS Male sex (P=0.0001) and extended working hours in current workplace (P=0.017) were associated with higher HADS-A scores. Health problems, increased need for mental support, and poor job satisfaction correlated with lower HADS-D scores (P=0.025, P=0.005, P=0.0001, respectively) and higher PSQI scores (P=0.008, P=0.009, P=0.008, respectively). A moderately significant positive correlation was found between overall sleep quality and HADS-A (P=0.001, r=0.538) and HADS-D scores (P=0.001, r=0.493). CONCLUSIONS The pandemic significantly impacted the mental health and sleep quality of frontline healthcare personnel, necessitating the identification and mitigation of adverse psychosocial factors. Implementing and evaluating psychoeducational programs and establishing multidisciplinary mental health teams can provide for essential support and counseling, promoting the well-being of healthcare staff and ensuring effective emergency care.

To Assess the Knowledge Level of Farmers on ICT Interventions in Agri-Allied Enterprises

Agriculture is a major part of our economy and the related industries that support it are essential to giving farmers more advantages. Modern agriculture depends on timely and reliable information regarding market access, weather forecasting, and agricultural inputs, among other things. But farmers do not receive adequate information about the market, weather forecasts, etc. because of a lack of physical infrastructure, awareness, and information. Information and Communication Technology (ICT) is an effective way for develop and raise the agriculture standard. The main objective of this study was to access the knowledge level of ICTs among farmers for getting different Agriculture Information. There in regards, extensive use of information technologies must be promoted to farm level for transfer of technologies. The study was conducted during the year 2019 to assess the attitude of farmers towards information and communication technology tools in two blocks i.e., Balianta and Balipatna of Khurda district of Odisha. Pre-structured interview schedule was used for data collection from the farmers and appropriate statistical tools were used to analyse the collected data. Proportionate random sampling was used in the selection of one hundred and twenty (120) farmers as the sample of the study. The outcomes confirmed that majority of the respondents had good knowledge on television with a mean score of 2.83. Majority of the respondents had awareness on advisory services from Kisan Call Centre and ama krushi with mean score of 2.83. It was observed that majority of the respondents had learned new skill from ICT interventions with a mean score of 2.83 and knowledge gap of 5.57%. majority of the respondents had full information on weather i.e. cyclone with mean score of 3. Majority of the respondents had full information on disease management practices of crop with mean score of 3. Majority of the respondents had good information on MSP with mean score of 2.67, followed by regulated market and unregulated market and local market mandis with mean score of 2.17 and lowest on market incentives. Majority of the respondents had good information on calf, milch and pregnant animal with a mean score of 2.53 and lowest with heifer and bull and bullocks with mean score of 2. Majority of the respondents had good information on breeds, proper feed, different diseases of the animals and veterinary clinic located nearby with mean score of 2.21 and lowest with the vaccination schedule of the animals with mean score of 2.17. There is maximum knowledge gap on Community Radio, tablet and laptop that can be minimized through skill-oriented training programmes, various successful case studies may also be cited to the respondents for motivation and adoption.

Call center data modeling: a queueing science approach based on Markovian arrival process

ABSTRACT In this paper we analyze the well-known ‘Anonymous bank’ call center dataset from a queueing science viewpoint. For this purpose, fitted distributions for both the inter-arrival and service times as well as for customers patiences are integrated in a simulator to infer quantities of interest related to call centers managerial decisions as waiting times, abandonment rates and queue lengths. In particular, it is shown how a type of Markov renewal process, the Markovian arrival process (MAP), is able to capture some of the characterizing properties of arrivals in a modern call center as overdispersion and positive correlation between arrival counts. The work provides a new inference approach for the MAP based on the count process descriptors and presents new properties concerning the dependence structure of the cumulated number of arrivals in a MAP.

Call Centre Influence on the Delivery of Mental Health Services Among Young People: A Case of One2one Call Centre in Nairobi County

Purpose: The purpose of this study was to examine the influence of call centers on the delivery of mental health services among young people in Nairobi County. Specifically, the study aimed to investigate the impact of crisis intervention, round-the-clock availability, resource sharing, and follow-ups on mental health service delivery. Methodology: The study employed a descriptive-cross-sectional research design to assess the impact of call centers on mental health service delivery. The target demographic consisted of healthcare providers affiliated with the one2one Call Centre in Nairobi County. A sample size of 112 respondents was selected using basic random selection methods. Data was collected through the distribution of questionnaires, and Statistical Package for Social Science (SPSS) version 25 was utilized for data analysis. Descriptive statistics such as mean, standard deviation, frequencies, and percentages were employed, along with correlation and regression analysis to evaluate the relationships between research variables. Findings: The study found that crisis intervention, round-the-clock availability, and resource sharing had a positive impact on the delivery of mental health services among young people in Nairobi County. Specifically, crisis intervention strategies were shown to significantly enhance the overall mental health support system, ensuring timely assistance for young individuals in need. Furthermore, maintaining round-the-clock availability allowed service providers to cater to the diverse needs and schedules of young people seeking assistance, thereby improving the overall delivery of mental health services across the county. Unique Contribution to Theory, Practice, and Policy: This study makes several contributions to theory, practice, and policy in the field of mental health service delivery. Firstly, it adds to the body of literature on the effectiveness of call centers in enhancing accessibility and reachability of mental health services, particularly among young people. Secondly, the findings provide valuable insights for healthcare practitioners and policymakers on the importance of crisis intervention, round-the-clock availability, and resource sharing in improving mental health service delivery.

The Impact of Performance Measurement Methods on Job Satisfaction Among Call Center Representatives in Yemeni Telecommunications Companies

خلفية الدراسة ومشكلتها: إنّ ممثلي مراكز الاستشارات الهاتفية في شركات الاتصالات لا يشعرون بالرضا عن أعمالهم وأوضاعهم، وصرّحوا بذلك أثناء الدراسة الاستطلاعيّة، وقد يكون أحد الأسباب في ذلك هي طرق قياس الأداء؛ ولذا تركّزت الدارسة على تحديد أثر طرق وأساليب قياس أداء ممثلي مراكز الاستشارات الهاتفية بشركات الاتصالات اليمنية على رضاهم الوظيفي. الأهداف: تهدف الدراسة التعرف على تأُثير طرق قياس أداء ممثلي مراكز الاستشارات الهاتفية في شركات الاتصالات اليمنية من حيث نظم قياس الأداء، وواقعية المعايير، وقابليّة تطبيقها، وتفهم الموظفين لنقاط ضمان الجودة، وتأثير المراقبة الشديدة للأداء والمتابعة والتغذية المرتجعة والتوجيه وإدراك الموظف لعدالة قياس الأداء على رضاهم الوظيفي. الطرق المستخدمة: اعتمد الباحثان على المنهج الوصفي التحليلي، وتم إعداد استبانة لجمع البيانات من ممثلي مراكز الاتصالات في شركات الاتصالات لتحقيق أهداف الدراسة. النتائج: وتوصّلت الدراسة إلى وجود تأثير إيجابيّ ذي دلالة إحصائيّة لتفهّم الموظفين لنقاط ضمان الجودة، وتأثير إيجابيّ للمراقبة الشديدة على الأداء، والمتابعة والتغذية المرتجعة، والتوجيه وإدراك الموظف لعدالة قياس الأداء، وبرنامج التقدير والمكافآت، كما توصلت الدراسة إلى عدم وجود فروق في مستوى الرضا الوظيفي بحسب مكان العمل ونظم قياس الأداء. ووُجدَتْ فروق بين آراء ممثلي مراكز الاتصال بحسب مكان العمل. الاستنتاجات (التوصيات والمساهمة): تم التوصل إلى وجود تأُثير لطرق قياس الأداء بأبعادها كافة على الرّضا الوظيفي لممثلي مراكز الاتصالات بشركات الاتصالات اليمنية بما في ذلك المراقبة الشديدة. وأوصى البحث بضرورة حوكمة طرق قياس الأداء ونشرها واتّصافها بالشفافيّة، والقيام بإصلاحات إدارية تؤدي إلى إزالة التضارب والتعارض بين الاختصاصات، وتحقيق العدالة في منح الحوافز بحسب طبيعة العمل.

Impact of Human Resource Management (HRM) Practices on the Performance of Call Center in Lahore, Pakistan; Evaluating Employee Staffing, Satisfaction and Reward

The achievement of effective Human Resource Management (HRM)practices significantly influencesthe performance of an organization.The current studyaimedto investigatethe impact of HRM practices,such as employee staffing, employee satisfaction,and employee reward on employee performance in Lahore, Pakistan. Data was gathered through the survey methodby using the sample size of 306. The response was analyzed by using Statistics Package for SocialSciences (SPSS). SPSS is used tomeasurethe relationships through regressionanalysis, descriptive analysis, model summary, and Analysis of Variance (ANOVA). Findings revealedthat the HRM practices play a crucial role toimprovethe performanceof organizations in Lahore, Pakistan. Resultsexpend that addressing employeestaffing, employee satisfaction,and rewards wouldhelp toimprovethe performanceof call centers. Moreover, the study also recommendedthe strategies involvingthe deploymentof Artificial Intelligence (AI)-powered work force management,software and staffing, and real-time performance analyticsto enhance transparency and coaching

Review of One Call Operator Membership and Exemptions for State Departments of Transportation

One Call centers are part of a nationwide system in the U.S. that aims to reduce the probability of excavators causing damage to underground utilities during construction projects. Laws dictating which utility operators must participate in One Call systems differ across states. In some states, certain utility operators have membership exemptions in One Call systems. However, these exemptions have come under scrutiny as they limit grant opportunities available for One Call centers. State Departments of Transportation (DOTs) are one group of institutions frequently exempted from One Call requirements, though they operate underground utilities as part of their transportation networks. To discern the impacts of exemptions or required membership in state One Call systems, this study involves a comprehensive literature review on One Call legislation, a national survey of state DOT subject-matter experts, and 12 in-depth case studies with DOT personnel. These efforts show that a definitive solution is not apparent. When a state DOT evaluates its One Call operator membership, the DOT must carefully consider many variables and potentially complex interactions. Moreover, quantifying the costs and benefits of operator membership proves challenging, as they vary as a result of the diverse criteria. This study reveals that deciding on One Call memberships or exemptions at a national level is not judicious. In fact, the findings emphasize that the state DOT is the most suitable entity to determine whether the One Call operator membership is warranted. Thus, their voices should be decisive when deliberating over their One Call operator memberships.

The relationship between ambulance team’s professional commitment, occupational anxiety, and resilience levels

BackgroundIndividuals who have the ability to bounce back from stressful events, to recover from their troubles and adverse environmental conditions by getting stronger each time are known as resilient people. Some professions may cause more occupational anxiety than others due to their characteristics and working conditions. In this research, we aimed to develop a professional commitment scale for the ambulance team. Another aim was to analyze the relationships between professional commitment, occupational anxiety, resilience, gender, job, seniority and working unit variables.MethodsIn the study, data were collected from a total of 1142 emergency ambulance workers working in Emergency Ambulance and Emergency Call Centers in 34 different cities in Turkey. Data were collected using the “Professional Commitment of Ambulance Team Scale (PCATS), Occupational Anxiety Scale for Emergency Medical Service Professionals (OASEMSP), and Resilience Scale for Adults (RSA). Scale development analyses were carried out using Classical Test Theory (CTT) and Item Response Theory (IRT). Regression analysis were used to examine the relationships between professional commitment, occupational anxiety, resilience, gender, job, seniority and working unit.ResultsAs a result of the exploratory factor analysis (EFA), it was determined that 8 items remaining in the professional commitment scale formed a single-factor structure, explaining 46% of the variance of professional commitment of the team. The Cronbach’s Alpha reliability value was 0.867. Confirmatory factor analysis (CFA) confirmed the results of exploratory factor analysis. The Cronbach’s Alpha reliability coefficient obtained through CTT was 0.868, and the marginal reliability coefficient within the scope of IRT was 0.877. The test-retest reliability coefficient was calculated as 0.832, which indicates that the scale is valid and reliable.ConclusionsThe study revealed that resilience has a positive effect for professional commitment while occupational anxiety has a negative effect for professional commitment. In addition, having a moderate seniority has a negative (reducing) effect for professional commitment. Other variables (gender, job, and working unit) was found to have no significant impact on professional commitment.

Implementing a Hospital Call Center Service for Mental Health in Uganda: User-Centered Design Approach.

Mental health conditions are a significant public health problem globally, responsible for >8 million deaths per year. In addition, they lead to lost productivity, exacerbate physical illness, and are associated with stigma and human rights violations. Uganda, like many low- and middle-income countries, faces a massive treatment gap for mental health conditions, and numerous sociocultural challenges exacerbate the burden of mental health conditions. This study aims to describe the development and formative evaluation of a digital health intervention for improving access to mental health care in Uganda. This qualitative study used user-centered design and design science research principles. Stakeholders, including patients, caregivers, mental health care providers, and implementation experts (N=65), participated in focus group discussions in which we explored participants' experience of mental illness and mental health care, experience with digital interventions, and opinions about a proposed digital mental health service. Data were analyzed using the Consolidated Framework for Implementation Research to derive requirements for the digital solution, which was iteratively cocreated with users and piloted. Several challenges were identified, including a severe shortage of mental health facilities, unmet mental health information needs, heavy burden of caregiving, financial challenges, stigma, and negative beliefs related to mental health. Participants' enthusiasm about digital solutions as a feasible, acceptable, and convenient method for accessing mental health services was also revealed, along with recommendations to make the service user-friendly, affordable, and available 24×7 and to ensure anonymity. A hospital call center service was developed to provide mental health information and advice in 2 languages through interactive voice response and live calls with health care professionals and peer support workers (recovering patients). In the 4 months after launch, 456 calls, from 236 unique numbers, were made to the system, of which 99 (21.7%) calls went to voicemails (out-of-office hours). Of the remaining 357 calls, 80 (22.4%) calls stopped at the interactive voice response, 231 (64.7%) calls were answered by call agents, and 22 (6.2%) calls were not answered. User feedback was positive, with callers appreciating the inclusion of peer support workers who share their recovery journeys. However, some participant recommendations (eg, adding video call options) or individualized needs (eg, prescriptions) could not be accommodated due to resource limitations or technical feasibility. This study demonstrates a systematic and theory-driven approach to developing contextually appropriate digital solutions for improving mental health care in Uganda and similar contexts. The positive reception of the implemented service underscores its potential impact. Future research should address the identified limitations and evaluate clinical outcomes of long-term adoption.

English Pre-Service Teachers' Decisions on Working as Bilingual Agents at Call Centers and Their Perspectives for Future Employment

Currently, there is a growing trend for pre-service language teachers to work as bilingual agents due to the increase in call centers as a means of customer service. This research investigates the reasons why pre-service language teachers, choose to work as bilingual agents in call centers instead of pursuing a career in education as teachers of foreign languages which is part of the essence of their professional training. The results indicate that the main reasons for their interest were related to payment, flexible schedules, opportunities to improve their communicative competencies in the target language and enhance their cultural awareness. When asked about their future employment prospects, they expressed a desire to become language teachers. However, a significant group is uncertain about their decision to become teachers, and some are more interested in continuing to work as call center agents. Following a mixed research design, the researcher developed the present study integrating qualitative and quantitative data for more reliable results. Data was collected through semi-structured interviews, surveys and focus groups. Participants were 55 pre-service language teachers currently working as agents at a call center. The data was analysed using thematic analysis to identify categories that emerged. In addition, the research is comprehensively discussed, and the conclusions of the study are presented. The results obtained provide an opportunity for discussion and reflection on the conditions of teachers in educational contexts compared to other job offers.

Copy Move Image Forgery Detection using Multi-Level Local Binary Pattern Algorithm

Digital image manipulation has become increasingly prevalent due to the widespread availability of sophisticated image editing tools. In copy-move forgery, a portion of an image is copied and pasted into another area within the same image. The proposed methodology begins with extracting the image's Local Binary Pattern (LBP) algorithm features. Two main statistical functions, Stander Deviation (STD) and Angler Second Moment (ASM), are computed for each LBP feature, capturing additional statistical information about the local textures. Next, a multi-level LBP feature selection is applied to select the most relevant features. This process involves performing LBP computation at multiple scales or levels, capturing textures at different resolutions. By considering features from multiple levels, the detection algorithm can better capture both global and local characteristics of the manipulated regions, enhancing the accuracy of forgery detection. To achieve a high accuracy rate, this paper presents a variety of scenarios based on a machine-learning approach. In Copy-Move detection, artifacts and their properties are used as image features and support Vector Machine (SVM) to determine whether an image is tampered with. The dataset is manipulated to train and test each classifier; the target is to learn the discriminative patterns that detect instances of copy-move forgery. Media Integration and Call Center Forgery (MICC-F2000) were utilized in this paper. Experimental evaluations demonstrate the effectiveness of the proposed methodology in detecting copy-move. The implementation phases in the proposed work have produced encouraging outcomes. In the case of the best-implemented scenario involving multiple trials, the detection stage achieved a copy-move accuracy of 97.8 %.