Call Centre Impact Assessment for Marie Stopes International

Marie Stopes International (MSI) is one of the largest global providers of voluntary family planning with operations in more than 40 countries worldwide.

The organisation addresses the global unmet need for family planning and reduces the harm caused by unsafe abortion by providing women and men with access to comprehensive, voluntary family planning and safe abortion services.

MSI’s 629 centres worldwide form the backbone of the organisation’s service delivery infrastructure. These centres are supported by MSI clinical outreach teams which deliver services to hard-to-reach populations in approximately 6,000 rural locations and urban slums.

MSI has also established more than 10 call centres, spanning low, middle and high income countries. The size and coverage of these call centres differ considerably.

The call centres offer clients a variety of services, including, appointment bookings, information and counselling, comprehensive abortion care, follow up care for clinical services and referrals.

This project will involve the development of a call centre impact assessment framework and the testing of this framework at MSI’s call centre in Mexico City.

The assessment framework will be used to examine, for example:

  • The number of clients utilising MSI’s services
  • The geographical coverage of MSI’s services
  • The range of clients accessing MSI’s services
  • Client satisfaction with MSI’s services
  • Follow up undertaken with clients accessing MSI’s services.


November 2011-April 2012


The Burnet Institute has been engaged to conduct this consultancy for Marie Stopes International (UK)

Contact Details

For any general enquiries relating to this project, please contact:

Professor Mark A Stoové

Head of Public Health Discipline