This is the essence of our business – it is why we do what we do!

Following is a brief look at some of the stories coming through the Converge International Customer Service Centre (CSC) this morning. Please take a moment to read the range of calls one of our CSC members took in just one morning; this is just a brief view of what our CSC personnel respond to all day every day.

They truly are amazing people.

“This morning (before morning tea break) has been good, I go home and know I have helped people. This is not a normal call centre job, I love it and I have a great manager.” ( Alesha) CSC member.

My first call;
A man called, he was driving to work and had seen a woman hanging in a park he drives past on his way to work. She had hung herself and he stopped to try to help her, he was quite distressed. We got him seen immediately.

Next call and the ones after this;
One of our clients called, he said “ last week I was fighting fires with these people and now they are dead, I was sent out to help fix the electrical wires after the fires, there were bodies on the ground burned but we weren’t allowed to touch them, move them or pick them up and help them, cover them we just had to leave them.” He was crying and upset. We ensured he was seen today.

A mother called to ask for help with her child. She had asked if her mother could cut her brain out fix it and put it back in so she could get back with daddy. We sent up and assessment and referral for the mother and child.

A manager called seeking support for a young male employee who I spoke to. He said he had been working a late shift and a woman had come in for a can of petrol which he had helped her fill. She paid went outside, poured the petrol over herself and before he could stop her set herself alight. He was extremely distressed. We set up immediate counseling.

A client called, she had been out to dinner with her family last night leaving her elderly mother at home as she felt a little unwell but waved as they left and said see you soon. When they returned she had died, the woman felt guilty and traumatised. The woman was offered immediate counseling.

A woman called about her niece. Yesterday her niece was at home with her dad and some other children. The dad had gone out briefly, and a man watching from the road had entered the house and brutally bashed and raped the young child, the aunt had come back to the house and found the young girl and the other children before the dad returned. She was crying and blaming herself and wanting help for her sister. Immediate help was organised.

A manager had called stating she wanted to employ an old employee but had found out he had a methadone dependency, what should she do? She was put through to phone counselor immediately to discuss the issue.

A client called wanting to organise a debrief for a group of six year old children traumatised by the fire. This was organised immediately.

A young guy called, he was very quite, subdued, stating he was suicidal, I was worried so put him through immediately to a phone counselor who supported him and called us back saying he urgently needed face to face counseling which was set up.

A manager called for a group training day for managers who he said were exhausted but needed support to keep running the company well. This was passed on to be organised with the manager.

A woman called saying she needed help for her 10 year old to adjust to her separation from his father. A counseling appointment was set up.

Just brief look at their lives daily I believe we are very lucky to have such caring and compassionate personnel in the call centre as we have across the company.