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The Outbound Worklist is a curated list of calls assigned by the Supervisor to Associates. This list includes:

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  1.  Same-Day Calls: Calls scheduled for the current day.
  2. Previous Calls: Calls that were made within the last 15 days to 1 month, allowing Associates to follow up with beneficiaries as needed.

As        As an Associate, the purpose of this outreach is to connect with Beneficiaries and understand their interest in Early Childhood Development (ECD) services. The goal is to find out if pregnant if           pregnant ladies are interested in learning more about the support available

  • Mother Records: - Mother Records shows the list of calls which was allocated by the Supervisors to the Associate and Associate will make outcall to the Pregnant Beneficiaries and if they are unwilling to talk then the outcall is done to the Husband or Legal Guardian of the Beneficiaries 
  • Child Records: - Child Records displays a list of calls assigned by Supervisors to Associates, focused on tracking the health and well-being of children. Associates make outbound calls to the parents or legal guardians of the child beneficiaries. If the primary contact is unavailable or unwilling to communicate, the Associate redirects the call to an alternative guardian or responsible family member to ensure follow-up on the child's health services and development milestones.



C-Zentrix

C-Zentrix serves as the calling partner supporting the ECD Outbound Call Center. The integration of C-Zentrix with the ECD platform ensures seamless operation and efficient performance of the Call Center Application. 

To initiate an outbound call to a beneficiary, log in to C-Zentrix using the Agent ID provided in the C-Zentrix Bar.

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X-Lite

X-lite, the softphone provided by C-Zentrix, is used as the out calling device. The Agent ID entered in the C-Zentrix Bar is utilized by the softphone to initiate outbound calls effectively.

To initiate an outbound call, log in to the softphone using the credentials provided, ensuring that the device is ready for out calling activities.

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Call Attempt Number

The Call Attempt Number is a key setting within the Supervisor screen that controls how persistent the system is in reaching beneficiaries during outbound call campaigns.  Essentially, it dictates how many times a beneficiary will be called by various associates or ANMs before the system stops trying. This is particularly important when initial calls fail due to disconnections or unanswered calls, ensuring that beneficiaries are given ample opportunity to connect with an available healthcare worker.  This setting can be adjusted by supervisors to fine-tune the outreach strategy based on the specific goals of the campaign.

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The "Action" functionality enables Associates, ANMs, or Medical Officers to initiate outbound calls to beneficiaries. This feature ensures effective communication and facilitates prompt outreach for various healthcare needs and support services.

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Beneficiary Registration Page

Upon clicking "Outcall," the Beneficiary Registration page will open, displaying key details sourced from the RCH data uploaded on the supervisor screen. These details are highlighted in the screenshot below.

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ECD Questionnaire screen

Upon clicking the "Submit Questionnaire" button, a new screen will open, displaying both the section and the specific questionnaire configured by the Supervisor. This questionnaire consists of a set of targeted questions designed for beneficiaries, aiming to gather essential information in a structured manner

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 Click on Submit and then move to the call closure screen 

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Call closure screen

Call Closure screen is mainly the closure screen and there are certain points which are part of Call closure screen 

  1. Is Beneficiary Interested in further call - 

    After the questionnaire is completed, two radio buttons are presented to determine whether the beneficiary is interested in further follow-up calls:

    • Yes: Selecting this option confirms the beneficiary’s interest, and the system will schedule the next call based on their availability.

    • No: If the beneficiary does not wish to receive further calls, selecting "No" will prompt a dropdown menu to capture the reason. Available options include:

      • Deceased
      • Stillbirth
      • Relocated to Another Area
      • Maternal Death
      • Infant Death. 


      2.   Call Answered

          Upon each call attempt by the Associate, ANM, or Medical Officer, a response status must be recorded. The following options are provided:

  • Yes: Select this option if the beneficiary answers the call.

  • No: Select this option if the beneficiary does not answer. Choosing "No" will display a dropdown menu to specify the reason for the missed call. The available options are:

    1. Invalid Number – The number dialed is not recognized as valid.
    2. Out of Service – The number is temporarily or permanently unavailable.
    3. Out of Reach – The call cannot connect due to location-related network issues.
    4. Switched Off – The beneficiary's phone is currently powered off

     

       3. IVR Feedback required

            A checkbox option is available to record the beneficiary's request for IVR (Interactive Voice Response) feedback. If selected, the system will schedule an IVR feedback call to the    beneficiary within a few days. This feedback call will allow the beneficiary to rate and provide input on the overall quality and effectiveness of the service they received during the initial call.

By incorporating beneficiary feedback, this process aims to enhance service delivery and ensure continuous improvement based on the beneficiary's experience.

      4. Call Disconnected

       If a call is disconnected before the service delivery is completed, the system will automatically reassign the call to the end of the worklist. This ensures that another associate can promptly follow up with the beneficiary to complete the service. This process allows for seamless continuation of service, minimizing interruptions and ensuring that all beneficiaries receive the full intended support.