Table 2 MSI Call Centre Evaluation Framework
INDICATOR TYPE: [U]= Universal, [R]= Best practice- highly recommended, [O]= Best practice- optional | ||||
|---|---|---|---|---|
Indicator | Recommended data source | **Optimal suggested range | Satisfactory suggested range | Bare minimum suggested range |
Access | ||||
A.1 [U] The number of calls received have increased by x% since y year | Call records | 21-30% | 11-20% | 0-10% |
A.2 [R] The percentage (%) of calls converted into appointment bookings have increased by x% since y year | Call records | 20-30% | 10-20% | 0-10% |
A.3 [R] The percentage (%) of bookings converted into attended appointments have increased by x% since y year | Call records | 31-40% | 21-30% | 0-20% |
A.4 [O] The percentage (%) of clients in MSI clinics referred by call centre has increased by x% since y year | Clinic records | 21-30% | 11-20% | 0-10% |
A.5 [O] The number of referrals made to other services has increased by x% since y year | Data analysis | 10-15% | 5-10% | 0-5% |
Equity | ||||
A.6 [U] The percentage (%) of potential clients who are young people1 has increased by x% since y year. | Call records | 10-15% | 5-10% | 0-5% |
E.1 [R] The percentage (%) of potential clients who are from [particular target group of interest] has increased by x% since y year | Call records | 10-15% | 5-10% | 0-5% |
E.2 [R] The percentage (%) of potential clients who live below the poverty line has increased by x% since y year | Call records | 10-15% | 5-10% | 0-5% |
E.3 [O] The percentage (%) of new potential users of family planning2 has increased by x% since y year | Call records | 10-15% | 5-10% | 0-5% |
Quality: Outputs | ||||
Q.1 [U] x% of “mystery” client callers are satisfied with MSI call centre service | Mystery caller report | 81-95% | 66-80% | 50-65% |
Q.2 [R] x% of callers are satisfied with MSI call centre service | Client survey/ interviews | 81-95% | 66-80% | 50-65% |
Q.3 [O] x% of callers report to be enabled and encouraged to participate effectively in their own care or treatment | Client survey/ interviews | 81-95% | 66-80% | 50-65% |
Q.4 [R] x% of service providers are satisfied with MSI service delivery due to call centre | Provider survey/ focus groups | 81-95% | 66-80% | 50-65% |
Quality: Process | ||||
Q.5 [U] % of calls answered within 15 seconds | Call records | 81-90% | 71-80% | 60-70% |
Q.6 [U] The average call abandoned per year is less than x% (standard is 3%) | Call records | 1-5% | 5-10% | 10-15% |
Q.7 [R] The average level of ‘call quality’ of call centre staff has increased to x% since y year | Call Quality tool | 81-95% | 66-80% | 50-65% |
Q.8 [O] The percentage (%) of call centre staff that report that training and resources are adequate has increased to x% since y year | Staff survey/ interviews | 81-95% | 66-80% | 50-65% |
F.1 [U] The average cost per call has reduced by x% since year y | Call and HR records | 10-15% | 5-10% | 0-5% |