Process document for call follow ups

Refer to sample workbook: https://docs.google.com/spreadsheets/d/1hWg2kU3H4i2ysPnmpqn5SdhZhKwg5WOkZsz4sQqeEHE/edit#gid=0

The above workbook has 3 sheets, and the fields are mentioned here, which can go through changes on need basis.

  1. Call Log: is a timeline of the conversations, with links to the call recording.
    • (A) Date and Time: Date and time of the call
    • (B) Consent Status: Yes / No - Nos will have notes offline
    • © Contact person: name of the person (or group) in contact. This can also be an identifier from the contact sheets, for privacy reasons
    • (D) purpose: A short (1 line to 1 para) summary on purpose of the call
    • (E) Call Duration: After ending the call, make sure to update the duration of call here
    • (F) Call Log - Add important points from conversation: The most important column, where important / highlights of the conversation to be added
    • (G) Next Follow up Date and Time: This indicates and helps other volunteers to help with call volumes. efforts should be made on call to fix follow up (or appointment) for next conversation explicitly
    • (H) Link to call recording: this also is a post call field, that's part of archiving the call recording (if recorded)
    • (I) Identifier: We can discuss about this field, keeping it as a placeholder now
  2. Contact numbers: All Contact numbers involved in the process
    • Contact Name:
    • Contact Number:
    • Organization (if any):
    • Designation:
  3. Calling agents: Here we maintain the list of volunteers, who can assist with calling and following up.

Each project may replicate the above sheet, with project relevant data.

Maker Migrants

Adding some structure for the Maker Migrants call follow up.
Contact personas: UGD/Ms, Ms, Hotel Sweeper, Sweeper & Ms, from locations Hospet and Hampi, and probably Kannada and Telugu, tamil speaking
Volunteer personas: may not be needed yet, anybody comfortable with having phone conversations, speaking fluently in Kannada and Telugu

Some overall objective / goals or expected outcome

To be able to keep volunteers motivations up
Migrants reverse migration issue, how to generate income generating alternatives, a maker space that provides infrastructure and seen as a unit of production which should ideally be insulated from markets ?

Care talk
Consent talk
Personal bio follow up
flagging issues from conversation

Workflow

How do you process the recorded call to archive and link back

Two people on call,
1 - speaking
2 - making notes and probably re-align conversations

  1. Setup
    • Calling app: is the call over internet or GSM network, is recording call possible? phone to jitsi calling and recording? Google Voice, Jitsi number, Astrix,
    • Equipments: Phone (what type), Testing of equipments like Earphones & mike if using any
    • Making notes: Laptop with internet or Note book with pen/cil
  2. Get started
    • Call opening: intro, or connect back?
    • During the call: Purpose and motivations, specific questions for survey? or even call etiquettes, listen, dont interrupt or note or be sensitive to… and what ever else
    • Call closing: confirming a follow up appointment and so on
  3. Documentation: Post call, fill the excel sheet / the paper form, Archive the call recording, trigger some communication action and so on
  4. Review or Analysis: Making documentation and related media available for review and analysis
Select a repo