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ii) Child data: - Child Data refers to a comprehensive set of information related to children, including their health status, immunization records, and growth tracking. This data is sourced sourced from the Reproductive and Child Health (RCH) portal, a government platform that monitors child health services and development milestones. The data is integrated into the system to facilitate outreach efforts, enabling Supervisors to assign calls to Associates who provide necessary follow-ups and guidance to parents or legal guardians regarding the child’s health and well-being.
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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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- Same-Day Calls: Calls scheduled for the current day.
- 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.
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.
Call Attempt Number
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The "View Option" enables users to access and review all beneficiary records uploaded to the Supervisor screen screen from the RCH portal. and below is the screenshot for the reference
Action
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.
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.
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
Click on Submit and then move to the call closure screen
Call closure screen
Call Closure Screen
The Call Closure Screen is the final step in documenting each interaction with beneficiaries. It provides options to record important details and actions based on the outcome of the call. The screen includes the following sections:
Is Beneficiary Interested in Further Calls
- After completing the questionnaire, two radio buttons are provided to determine the beneficiary’s interest in receiving follow-up calls:
- Yes: If selected, the system schedules the next call based on the beneficiary’s availability.
- No: If the beneficiary does not wish to receive further calls, selecting "No" prompts a dropdown to capture the reason. Available options include:
- Deceased
- Stillbirth
- Relocated to Another Area
- Maternal Death
- Infant Death
- After completing the questionnaire, two radio buttons are provided to determine the beneficiary’s interest in receiving follow-up calls:
Call Answered
- For each call attempt by the Associate, ANM, or Medical Officer, the response status must be recorded. The options are:
- Yes: Select this option if the beneficiary answers the call.
- No: If the beneficiary does not answer, selecting "No" will display a dropdown menu with reasons for the missed call:
- Invalid Number – The number dialed is not recognized as valid.
- Out of Service – The number is unavailable either temporarily or permanently.
- Out of Reach – The call cannot connect due to network issues.
- Switched Off – The beneficiary’s phone is currently powered off.
- For each call attempt by the Associate, ANM, or Medical Officer, the response status must be recorded. The options are:
IVR Feedback Required
- A checkbox option to record whether the beneficiary has requested IVR (Interactive Voice Response) feedback. If selected, the system schedules an IVR feedback call within a few days. This call allows the beneficiary to rate and provide feedback on the service quality. By incorporating this feedback, the process aims to enhance service delivery based on the beneficiary’s experience.
Call Disconnected
- If the call is disconnected before completing the service, the system will automatically place the call at the end of the worklist. This ensures that another associate can promptly follow up with the beneficiary to complete the service, minimizing interruptions and ensuring the beneficiary receives full support.
Type of Complaint
- The Type of Complaint field is available to document any grievances reported by the beneficiary regarding services provided by ASHA (Accredited Social Health Activist) workers or under the JSY (Janani Suraksha Yojana) scheme. This includes situations where the beneficiary feels they did not receive sufficient support from ASHA workers or in accessing JSY services.
Next Call Attempt Date
- The Next Call Attempt Date is the specific date and time requested by the beneficiary for a follow-up call. Once selected, the system schedules the next call accordingly, ensuring the beneficiary is contacted at their preferred time.
