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Our call center

 

E-mail: callcenter@iescongo.com

 

  • Two telephone operators deployed
  • More than 48 lines (More than 48 calls at the same time)
  • A toll-free line for community feedbacks
  • A dedicated software to centralize, analyze, and share the collected data with the concerned parties: RT-MEAL
  • Agents capable of speaking all national languages and various local languages
  • An ethical protocol, deontology, and good usage to which the agents are subjected

Explore our Call Center services 

Backcheck

The activity of backchecking through the IES call center on the data collected in the field pursues three objectives, namely to verify (i) the effectiveness of the surveys; (ii) the enumerator’s attitude towards the respondent; and (iii) the consistency of the data submitted by the enumerators.

Remote large-scale data collection

For large-scale data collection in areas difficult to access due to insecurity or poor road conditions, or for sensitive data collection from respondents from marginalized groups, IES uses its call center with the following data collection tools: Commcare, Kobo Collect, Survey CTO, ODK, etc.

Accountability and Learning

For accountability and learning on its partners’ projects, IES’s call center collects feedbacks (success stories, complaints, or suggestions) from communities. For this purpose, IES has a secure software dedicated to accountability and learning, the RT-MEAL (https://rtmeal.iescongo.com), where all these feedbacks are encoded, triangulated, and verified before being confidentially submitted to partners according to the degree of sensitivity.

Remote Third Party Monitoring

IES provides a comprehensive range of verification and monitoring services for the effectiveness of activities, outputs and outcomes for its partners’ projects, even in areas inaccessible due to insecurity or poor road conditions. This is made possible through technology via its RT-MEAL platform: Real-Time Monitoring, Evaluation, Accountability and Learning (https://rtmeal.iescongo.com) and its call center.