Health organizations worldwide are warning that there is another dimension to the COVID-19 public health crisis that we must not ignore: the impact on mental health. Navigating the pandemic is creating a variety of symptoms from loneliness brought on by the necessity for isolation and social distancing recommendations to the general anxiety or fear around contracting a potentially deadly virus and the financial strain that the stunted economy has created for so many – even for the healthy, the virus is taking a toll.
A KFF Tracking Poll conducted in mid-July reported more than half of adults in the United States were experiencing negative mental health outcomes from the stress of the pandemic, up 21% since the end of March. Among the factors measured, the economic impact of the virus is playing a significant role, increasing stress levels for those directly impacted by income loss 8-12% more than others. These individuals are also more likely to report other stress-related symptoms such as lack of sleep or appetite and an increase in substance abuse.
With a historical number of people experiencing some mental health fallout from the virus, as a business, any attempt to make contact is likely to reach someone in a state of crisis. This reinforces our determination to establish positive consumer relationships through more considerate communications and a personalized consumer experience. There has never been a more appropriate time to rededicate our methodology to this cause.
Believe it or not, even in times of financial stress, billing and collections representatives are uniquely positioned to help. According to Mental Health America, as social creatures, people crave “connection,” so one of the primary ways to combat stress is to establish a good one. Connections are accomplished through active listening and expressions of empathy – key aspects of the “New Deal” approach to consumer interactions we launched in 2017. By training our agents to truly listen and empathize with each consumer’s unique situation, we can collaborate to achieve account resolution and a better overall experience for all those involved.
Another way to diminish stress is through goal setting. According to a recent survey by the National Endowment for Financial Education, nearly 9 in 10 people said the COVID-19 crisis is causing them financial stress, 48% identifying paying bills as a specific area of concern. Agents have the advantage of being able to help ease consumers’ financial stress by working with them to set attainable goals for account resolution. Our agent training is centered on assisting consumers in establishing payment plans that make sense for them, providing personalized financial care that leads to better financial decision making down the road. Helping consumers break financial obligations into smaller manageable pieces can offer some relief and a sense of control in uncertain times.
When people set goals for themselves they have a positive sense of commitment, feel they’re in control and are optimistic.”
–Dr. Ann Webster, Health Psychologist at the Benson-Henry Institute for Mind-Body Medicine
On the flip side, when considering the delicate mental state of consumers during this crisis we must also be respectful of those who are not in a good place to establish a connection at all. A recent PWC poll reported that 93% prefer electronic communications during crises like COVID-19. Our omnichannel engagement strategy coupled with PCS DirectPay, our user-friendly online platform, and mobile app, means consumers can set their preferences for communications and still get account access and assistance without having to speak directly with an agent— allowing them to maintain some distance without being out of touch.
Learn more about our consumer-centric philosophy.