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Talk Time Differences Between Interregional and Intraregional Calls to a Crisis Helpline: Statistical Analysis
JMIR Mental Health2024Vol. 11, pp. e58162–e58162
Robin Turkington, Courtney Potts, Maurice Mulvenna, Raymond Bond, Siobhan O’Neill, Edel Ennis, Katie Hardcastle, Elizabeth Scowcroft, Ciaran Moore, Louise Hamra
Abstract
Statistical analyses showed that there were significant differences between interregional and intraregional calls. On average, callers to crisis helplines stayed on the phone for a shorter period of time if they were routed to a branch within the same region in which the call originated than if they were routed to a branch in a different region of origin. The findings from this study have practical applications, which may allow crisis helplines to manage their resources more effectively and improve caller satisfaction with the service.
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