|
CFRI conducts telephone interviewing in our telephone data collection facility. CFRI offers state of the art CATI interviewing, a staff of professionally trained interviewers and supervisors, as well as the highest quality interviewing at a competitive price. CFRI has 130 telephone interviewing stations using CfMC software. CfMC's SURVENT is the most widely respected CATI system in marketing research. This system gives CFRI the ability to: - Conduct multiple projects simultaneously.
- Automatically track an unlimited number of quota cells per project.
- Complete projects with an unlimited number of respondents.
- Manage all calling functions including automatic dialing, record dispositions (busy signals, no-answers, callbacks, etc.) and schedule follow-up attempts.
- Calculate on-going incidence rates for each project and quota cell.
- Track interviewer productivity on a daily or cumulative basis.
- Produce top line reports of respondent data while interviewing is in progress.
At CFRI every effort is made to achieve the highest possible response rate. - All sample numbers receive multiple callbacks at different times and on different days, including weekends where appropriate.
- A toll free 800 number is available so those busy respondents can call us back at their convenience.
- Our CATI system allows interviewers to make callback appointments with potential respondents. The system will automatically remind interviewers to make the call on the appropriate day and time.
- Using our remote and on-site monitoring system, Field supervisors monitor interviewing throughout a project. 10% of all interviewing is monitored. Each interviewer's work is closely monitored to spot any potential problems. This process includes daily checking of each interviewer's completions and refusals.
| Real quality is insured through extensive training, briefings, and supervision | | Trainings are done under both the Market Research Association program and our in-house training system. Trainings cover: | - Introduction to marketing research
- MRA training program
- Question types and procedures
- Probing and clarifying
| - Computer use
- Phone etiquette
- Specific office procedures
- Job-in-progress monitoring
| | Briefing includes close reviews of the project's purpose and design, respondent qualifiers, and quotas. It culminates in role-playing with Practice interviews. Practice interviews are conducted to ensure that interviewers are strictly following job instructions and standard interviewing procedures. | | The Job Briefing Outlines per job include: | - Job & Title: identifies the study
- Purpose: a general explanation of the information
- Schedule: Verification of working hours and days
- Quota: the total #'s of completes needed
- Method: how interviews will be recorded (CATI, or pencil)
| - Sample/Sampling procedure: Process of selecting the sample
- Supplies: we familiarize interviewers with the job
- Interviewer Outline: brief but specific summary of the questions being asked
- Preliminary Interview: example of the typical interview
- Security: reminder of the importance of confidentiality
| | Supervision is provided through remote and on-site monitoring. At least 10% of each interviewers work is monitored to determine whether he or she is: | - Asking questions verbatim, with the correct emphasis and inflection.
- Controlling the respondent and recognizing when the respondent is confused.
| - Getting acceptable answers by probing and clarifying responses fully.
- Recording answers verbatim.
- Presenting a smooth, professional interview.
|
|
