UK based NGO Practical Action and Agriculture Information Service (AIS, Ministry of Agriculture, Bangladesh) selects CentrePoint Call Centre Solution and CMS for farmers helpline. A tri-party MoU was signed between Practical Action, AIS and Connect 7 (local office of CSS) on the 2nd of June 2011 at AIS head quarter, Khamar Bari. Mr. Md. Nazrul Islam, Director of AIS; Ms. Veena Khaleque, Country Director of Practical Action in Bangladesh and Mr. Shaniur T I M Nabi, CEO of CSS signed on behalf of their organisations.
This project aims to provide a helpline for all farmers of Bangladesh where they will able to dial a single number to obtain any agro based information. The contact centre will be operated from AIS head quarter at Khamar Bari and the expert question bank will be hosted at Practical Action office in Dhanmondi.
Role of CSS
CSS will implement the Contact Centre Solution and integrate it with a Content Management System that will store all the expert questions provided by Practical Action. The system will be able to track the farmers who are calling the helpline and provide statistical data on the queries to AIS for further analysis. The system will also allow agents to take in questions that are currently not included in the question bank and after getting answers from relevant answers, it will be added to the question bank and the agent will be able to call back the farmer to provide the answer from the expert.