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There is no standardised data collection and evaluation methodology for the call centres – some use paper based records and others electronic systems, with data recorded at call, and sometimes individual client, level.
To measure empathy in 192 college students, the researchers used a standard evaluation called the Reading the Mind in the Eyes Test.
The evaluation, called the MATIND project is a four year project supported under the EU FP7 framework.
The evaluation team called the practises in the list to identify possible duplicates, since at least 50% of the physicians indicate that they practise at more than one site.
The last phase of evaluation, called the advanced phase, determines the test's clinical performance in a study group that is representative of the target patient population for the test.
The evaluation results call for adjustments to GtS priorities.
Using a standard framework in the evaluation of call centres could improve their quality and lead to better services.
Although the framework indicators were quantitative, the framework recommended that additional qualitative methods of data collection (e.g. service provider and client interviews) be considered to add further depth to the evaluation of call centres.
There is a notable lack of published work on the evaluation of call centres in both developed and developing country settings; this Framework and pilot evaluation provide a base which could be adapted for other settings and other types of call centres.
Our continuous evaluation and improvement approach supports the call for using quality improvement methods in medical education [ 16].
The Net Present Worth of a system over the period of evaluation is called the Life Cycle Savings.
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