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Table 1 Results of survey of MSI call centres existing evaluation practices

From: Development and pilot of a framework to evaluate reproductive health call centre services: experience of Marie Stopes international

   Number of call centres (N = 12)
Indicators currently utilised Call numbers/tracking 8
Service bookings/referral rates 9
Nature of call 4
Client feedback 2
Evaluation techniques currently utilised Assess call centre operators 5
Mystery client callers 4
Phone interviews 2
Client satisfaction 4
Call database analysis 4
Call centre staff feedback 3
Informal client feedback 1