...
Click on Submit and then move to the call closure screen
Call closure screen
Call Closure screen is mainly the closure screen and there are certain points which are part of Call closure screen 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 call -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
...
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
...
- .
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.
6. Next call attempt date
...
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.
...
