About the Call Center

What is the Al-Khwarizmi Platform? #

Al-Khwarizmi Platform is an integrated system for managing surveys and data collection effectively. It provides advanced tools for creating and managing surveys, organizing work teams, and analyzing data to ensure the highest levels of accuracy and quality. The platform leverages modern technologies that simplify questionnaire design, track responses, and present reports in multiple formats, enabling efficient survey management.

The platform includes tools for managing data collection processes across multiple channels – whether through direct form entry or via field teams – with the ability to track and systematically assign tasks. It also enables users to review the entered data to ensure its accuracy and to coordinate review processes across different teams, thereby enhancing the quality of the extracted information.

The platform also provides advanced capabilities for managing field operations, enabling users to track tasks geographically, manage teams on digital maps, and define layers and data related to field surveys. This enhances the efficiency of field operations and supports decision-making based on accurate and up-to-date data.

This manual is designed to help users maximize the benefits of Al-Khwarizmi Platform by outlining the essential steps for preparing surveys, collecting data, and generating reports. The following pages provide comprehensive guidance to ensure smooth and productive experience with the system, guaranteeing the success of statistical operations at the highest quality standards.

Features of Al-Khwarizmi Platform: #

• Multiple Options and Diverse Channels:
  • Supports both Arabic and English.
  • Operates across various systems and platforms.
  • Available on smart devices (mobile).
  • Available on portable and tablet devices.
  • Supports data collection via the web (self-completion).
  • Enables data collection and completion through the Call Center.

• Reporting and Field Management:
  • Field planning and monitoring.
  • Fieldwork tracking dashboard.
  • Custom report generation.
  • Data completion times and submission to the database.
  • Data quality assurance.
  • Alerts and notifications based on virtual geographic boundaries (Geo-Fencing).

• Integration:
  • Upload classification manuals and survey samples.
  • Integration with systems and geographic databases.
  • Integration with data analysis tools.

• Flexible Design and Form Creation Control:
  • Question bank.
  • Survey embedding.
  • Ability to control various form components.
  • Extensive capabilities for designing the general form template.
  • Customizable (to align with the organization’s identity).

Scope of the User Manual: #

This manual is designed to provide comprehensive guidance on using the Al-Khwarizmi Call Center System. The system enables users to review completed forms submitted through different channels or to collect responses directly from respondents. It also offers advanced tools for building review teams and managing queues to ensure data accuracy and operational efficiency.

The manual highlights the steps for managing accounts, configuring security settings, sending notifications, and overseeing forms. It explains how to organize teams around specific forms, assign tasks, and pull units from the Call Center through predefined queues to either communicate with respondents or verify and review collected data.

It also details how to distribute workload among users, retrieve units to reach out to respondents via phone, email, or field teams, and track the task log to review call details and recent updates.

This manual forms an integral part of the complete system documentation, providing users with the essential knowledge needed to optimize their use of the Call Center and to maximize its benefits in reviewing forms, validating data, and communicating with respondents.

System Users #

The system supports a wide range of users according to their roles and specific needs. It offers flexibility in defining roles to match your requirements. Below is a suggested list of roles you can assign within the system:

System Requirements #

First: Technical Requirements #

• Fast and secure internet connection: Ensures easy access to the system from anywhere and supports interactive operations.
• Browser compatibility: The system is compatible with modern browsers (Chrome, Firefox, Edge).
• Multilingual support: Allows switching the system interface between Arabic and English based on user preferences.
• Advanced reporting tools: Provide capabilities to create detailed reports and visual charts.
• Interactive user interface: Easy to use, responsive, and fast-loading design.
• Role-based access control: Enables managing permissions and restricting access according to the user’s role level.

Second: Organizational and Operational Requirements #

• Role and permission management: Establish a control system that distributes tasks among users (administrators, survey designers, data analysts, etc.) and defines permissions for each role to ensure optimal use of the system.
• Team and user management: Create and manage dedicated work groups for each project or survey.
• Survey sharing and task distribution: Provide options to share surveys with the team and assign tasks easily.
• Organized question bank: Build a structured question bank with reusable questions.
• Template support: Facilitate survey creation with ready-to-use templates.
• Data protection and privacy compliance: Adhere to local and international regulations governing data protection and privacy.
• Clear data management policies: Establish transparent policies for handling survey and respondent data.
• Data handling proficiency: Familiarity with tools for processing, managing, and exporting data in various formats such as Excel, CSV, and API.
• Survey scheduling: Add a timeline to set survey dates, track progress, and manage deadlines.