Expansion Strategy and Implementation Support for a Health-focused Call Center in Nigeria

For a project funded by The Bill & Melinda Gates Foundation, Vital Wave provided strategies and implementation support to expand the Society for Family Health’s call center in Gombe state in Nigeria. The call center was set up to provide maternal and neonatal health services throughout the state. An evaluation of the technical, operational, and business processes at the center revealed a number of critical issues to address. Vital Wave worked with center staff, NGO partners, and value chain members to optimize technical tools and operational processes. The project led directly to increased call traffic, an improved user experience, and the possibility of geographic and service expansion.

Download full case study

Back to All Case Studies