Skip to main content

Table 3 Results of Access and Quality indicator data for from call and clinic records for MSI Mexico call centre, April-March 2010–11 and 2011-12

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

  Indicator 2010-11 2011-12 % change
N Calls answered A1 59505 76522 +22 %
N (%) Calls converted into bookings A2 17050 (29 %) 21064 (28 %) −1 %
N Total appointments booked   17389 21233  
N (%) Appointments made by clinic directly   339 (2 %) 169 (1 %)  
N (%) Of total appointments made by call centre A4 17050 (98 %) 21064 (99 %) +1 %
N (%) appointments attended A3 12392 (71 %) 15728 (74 %) +3 %
% of call answered within 15 seconds Q5 94 % 92 %  
% Abandoned calls Q6 5.7 % 5.0 %