Services‎ > ‎Evaluations‎ > ‎

Call Center Evaluation

Farmer Call Centers as a sustainable innovation in Extension – An assessment and service evaluation in collaboration with Esoko

Goal: Improve Esoko and other call center performance.

Press Release

Background: Esoko has a private sector call center supporting farmers, possible the first private sector model win West Africa. The question is “Does this model work and how can it be improved?”.

Objectives and Outputs:

Objective 1: To understand and document best practices and lessons learned from Esoko and other’s approach to extension services (e.g., BIID).

      Questions from Esoko related to this objective:

1.            Who is the Audience and what are their needs?

2.            What is the range and scope of content appropriate?  How does this change over time?

3.            What is the appropriate quality and depth of content?

Objective 2: To identify and help incorporate opportunities for Esoko to improve.

      Questions form Esoko related to this objective:

4.            What are the appropriate operator skills needed to deliver this content?

5.            What content partnerships are required (public and/or private)?

6.            What software options exist to manage this content?

7.            What are the appropriate skills for Tier2 experts to manage escalated questions?

8.            What is the right business model and willingness to pay?

Outputs:

1.       Review  – A publication that collates and evaluates “new” extension services and private sector involvement in extension service delivery using call centers.

o   Literature review

o   Overview of current call-center practices

o   Case study of Esoko and other extension services delivery

2.       Report – A set of specific recommendations for Esoko call center.

3.       Training and practical materials – Development and sharing of materials using lessons learned and best practices to strengthen:

o   Good practices for private sector services

o   Good practices for public extension programs

o   Rural clients access to improved service systems

4.       Workshop for Esoko with results that includes training materials that could be shared with others.

5.       Agrilinks presentation of lessons learned.

 

Activity focus: Call Centre support. Is the approach “right” and how improve?

 Key questions of interest (from Esoko):

 

Question

Action to evaluate

1.    As a pioneering call centre in West Africa to deliver extension information – can it be done?

Understood through survey and focus groups

2.    As a private company – can the model be sustainable?

Understood through interview and analyses of business plans

Audience and Needs

 

·      Who is the target audience?

Understood through interviews with Esoko

·      What type of questions are being asked

Understood through observation and evaluation of phone logs

Solutions

 

·      What kind of content is required?

Understood through survey and focus groups

·      Are there sources of technology, expertise, content that exist that others may also use?

Understood through surveys of other call centers in Bangladesh and Kenya

Key message

 

Message form and delivery

 

·      What business model exists to support sustainability and implementation?

Understood through interview and analyses of business plans

·      What languages are required to successfully reach the target audience?

Understood through survey and focus groups

·      What type of partnerships should be considered in delivering such an initiative?

Understood through survey and focus groups and through interviews with Esoko

Evaluation

 

·      What type of KPIs should be used to assess impact?

Understood through interview and analyses of business plans

·      Which are the best kind of service organizations to deliver it?

Understood through surveys of other call centers in Bangladesh and Kenya and interviews with Esoko

·      Is a call centre for farmers a good or bad idea?

Understood through surveys of other call centers in Bangladesh and Kenya and interviews with Esoko and focus groups with farmers

Length One year                                             

Project Driver. UC Davis. Key staff involved: Erin McGuire, Amanda Crump, Mark Bell

Key Activities-

·           Data Collection: Surveys, interviews, and focus group methodologies created and implemented for Esoko management, call center employees, rural clients, and Kenya and Bangladesh call centers.

·           Research and Data Analysis: Literature review, efficiency and recommendations report for Esoko, academic journal article.

·           Information Dissemination and Training: Good practices for call-center extension services taught and implemented. Training material created and published.


Subpages (1): Esoko Press Release
Comments