Phone for surveys - insanity or competitive advantage final
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Marketing Research Association 2015. Is phone for market research still relevant?
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Phone for surveys - insanity or competitive advantage final
- 1. Got Phone? MRA Insights & Strategies Conference | June 2015
- 2. PHONE | INSANITY OR COMPETITIVE ADVANTAGE? 2015 MRA Insights & Strategies Conference Mary McDougall CEO | CFMC Survox Solutions © Copyright 2015 CFMC | All rights reserved. 2
- 3. Once in a while, remember to dial!
- 4. Strategic Value Multi-mode Approach Budget Impact Technology Enablement Phone data collection © Copyright 2015 CFMC | All rights reserved. 4
- 5. © Copyright 2015 CFMC | All rights reserved. 5 Phone interviewing
- 6. © Copyright 2015 CFMC | All rights reserved. 6 IVR* answering, screening, interviewing * Interactive Voice Response
- 8. SU RVEYURLPUSH PULL CALL CENTER © Copyright 2015 CFMC | All rights reserved. 8 Recruitment
- 9. WHY PHONE?
- 10. Who’s missing? Who are they? Over 65 No high school degree Under $30,000 Non-white Rural © Copyright 2015 CFMC | All rights reserved. 10 13% US adults 43% Age 65+ 23% Income < $30,000 24% High School or less
- 11. Reach the right people Fill quota & minimize weighting Complete projects faster Phone Data Collection Reach demographics not accessible online Validate identities better Target under-quota segments © Copyright 2015 CFMC | All rights reserved. 11
- 12. • Guide the participant through the interview for more in-depth research. Rich Data • Deal with issues quickly by passing caller directly to a service rep. Improved Customer Service • Deliver early insights with responses from replicate samples. Representative Results • Analyze response differences by mode Mode Bias Testing Why Else Phone? 12© Copyright 2015 CFMC | All rights reserved.
- 13. Understand How Answers Differ by Mode © Copyright 2015 CFMC | All rights reserved. 13 From Telephone to the Web: The Challenge of Mode of Interview Effects in Public Opinion Polls Scott Keeter, et al Pew Research Center, Nancy Mathiwetz, Univ. Wisconsin-Milwaukee AAPOR | May 2015
- 14. TALK ISN’T CHEAP
- 15. Data Collection Options © Copyright 2015 CFMC | All rights reserved. 15
- 16. Cost Components SAMPLESAMPLESAMPLE TELCOTELCO PHONE INTERVIEW IVR INTERVIEW ONLINE SURVEY $ $$ © Copyright 2015 CFMC | All rights reserved. 16 LABOR
- 17. Direct Costs per Complete © Copyright 2015 CFMC | All rights reserved. 17 PHONE: 40:60 cell to landlines, differentially dialed. ONLINE: 50:50 optimized connect vs. non-optimized. SOURCES: MSG, Fulcrum, and Survox customers TELCO + LABOR Permissioned Lists TELCO + LABOR Non-Permissioned Lists SAMPLE + TELCO + LABOR Non-Permissioned Lists
- 18. Research Decision | Which Mode(s) to Use? © Copyright 2015 CFMC | All rights reserved. 18 COSTS RESULTS - Time - Quantity - Demographics
- 19. SURVEY COLLECTION METHODS DATA SET FOR ANALYSIS Technology Now Enables Multi-Mode Research 19© Copyright 2015 CFMC | All rights reserved.
- 20. + Multi-Mode Data Analysis 20© Copyright 2015 CFMC | All rights reserved. O N L I N E P H O N E
- 21. Reaching the RIGHT audience?
- 22. NATIONAL RETAILER | A multi-mode story…. © Copyright 2015 CFMC | All rights reserved. 22
- 23. Seniors Rural Lower Income Lower Education © Copyright 2015 CFMC | All rights reserved. 23
- 24. Increase Response | Expand Reach © Copyright 2015 CFMC | All rights reserved. 24 URL + 800# 15% higher overall 75% more Seniors 25% more customers who are… • High school only • Rural resident • Lower income
- 25. Offer Engagement Choices 25 Invitation URL WEB Survey PHONE # IVR Survey © Copyright 2015 CFMC | All rights reserved. RESPONSE DATA
- 26. Consider Outbound © Copyright 2015 CFMC | All rights reserved. 26 SET QUOTA… Per agent Per store Per region Per day STORE AGENT REGION
- 27. Solicit Feedback from Representative Sets 27 OUTBOUND Call IVR Survey © Copyright 2015 CFMC | All rights reserved. TRANSACTION DATA RESPONSE DATA PHONE Survey Optimized Dialing to Meet Quota
- 28. CUSTOMERS New Product Development Feature Testing Pricing Analysis Customer Feedback Voice of Customer NPS Customer Experience Outbound Follow-up Transfer to Survey 28© Copyright 2015 CFMC | All rights reserved.
- 29. The 80:20 Rule © Copyright 2015 CFMC | All rights reserved. 29
- 30. Who means the most to your business? © Copyright 2015 CFMC | All rights reserved. 30
- 31. Differentiate by Value © Copyright 2015 CFMC | All rights reserved. 31 ALL OTHER CUSTOMERS MAJOR ACCOUNTS TOP 10 CUSTOMERS ALL OTHER EMPLOYEES MANAGERS CXO WORKFORCE
- 32. Invest for Best Return © Copyright 2015 CFMC | All rights reserved. 32 In-Person Phone Interview Online Survey Collect insights efficiently Expend resources for highest return
- 33. Differentiate by Value © Copyright 2015 CFMC | All rights reserved. 33 ALL OTHER CUSTOMERS MAJOR ACCOUNTS TOP 10 CUSTOMERS ALL OTHER EMPLOYEES MANAGERS CXO WORKFORCE In-Person Phone Interview Online Survey
- 34. EMPLOYEES Workforce Development Key Employees In-Depth Drill Downs Employee Feedback Choice of Modes Proactive Sampling Exit Interviews Key Employees Strategic Functions 34© Copyright 2015 CFMC | All rights reserved.
- 35. SPEND WISELY © Copyright 2015 CFMC | All rights reserved. 35
- 36. QUOTA SAMPLE SURVEY METHOD $ ONLINE $ $ IVR PHONE ONLINE + IVR ONLINE + PHONE Complete Quota Within Budget 36© Copyright 2015 CFMC | All rights reserved.
- 37. How Might Costs Shift © Copyright 2015 CFMC | All rights reserved. 37 1000 Responses; IVR – landlines & permissioned cell phones ONLINE ON-IVR ON-PHONE All Online -$ 100% 0% 0% Online → IVR 77$ 70% 30% 0% All IVR 255$ 0% 100% 0% Online → Phone 1,471$ 70% 0% 30% IVR + Phone 2,114$ 0% 60% 40% All Phone 4,903$ 0% 0% 100% DIRECT COST
- 38. CITIZENS Public Opinion Policy Input New Policy Testing Political Strategies Campaign Strategy Message Testing Citizen Feedback Choice of Modes e.g. Inbound IVR 38© Copyright 2015 CFMC | All rights reserved.
- 39. DOES THIS WORK?
- 40. Multi-Mode Learnings © Copyright 2015 CFMC | All rights reserved. 40 Characteristics of Web, Mail, and Phone responders to a Survey about the Health Insurance Marketplace HarmoniJoie Noel, Stacey Bielick, Daniel Harwell, Steve Garfinkel | American Institute of Research | AAPOR May 2015 Phone → Highest Response Rates • Single: Phone • Multiple: Mail + Phone Phone → More Representative • More diverse population, typically underrepresented • Most similar to sample frame. • Web respondents appeared to be a healthier, more advantaged group Phone → More < 34 years of age
- 41. Phone-only vs. Multi-mode © Copyright 2015 CFMC | All rights reserved. 41 Adding A Web Mode To Phone Surveys: Effectiveness & Cost Implications Becky Lien, MPH, Professional Data Analysts, Inc. AAPOR Conference | May 14, 2015 + 5-16% HIGHER RESPONSE RATE in all age groups. + LOWER COST under 1000 completes + LOWER COST over 1000 completes
- 42. 12% LOWER COST per complete at 1100 respondents Phone-only vs. Multi-mode © Copyright 2015 CFMC | All rights reserved. 42 EVEN LOWER? • Reduce set-up • Eliminate import Adding A Web Mode To Phone Surveys: Effectiveness & Cost Implications Becky Lien, MPH, Professional Data Analysts, Inc. AAPOR Conference | May 14, 2015 +
- 43. SURVEY COLLECTION METH OD S TEC H N OLOGY PLATFOR MS DATA SET FOR ANALYSIS Mixed Modes, Mixed Vendors 43© Copyright 2015 CFMC | All rights reserved.
- 44. Web Introduction CREATE A SURVEY OPTIONAL: ADD MODE-BASED INSTRUCTIONS 44 Phone Introduction © Copyright 2015 CFMC | All rights reserved.
- 45. 1 Survey ….2 Modes 45© Copyright 2015 CFMC | All rights reserved. ONLINE SURVEY CALL MANAGEMENT PLATFORM
- 46. YOUR CALL CENTER….OR “THEIRS” SINGLE DATA SET SPECIALIZED PARTNER CALL CENTER ONLINE SURVEY USER ONLINE RESEARCHER ONLINE RESEARCHER CALL CENTER 46© Copyright 2015 CFMC | All rights reserved.
- 47. TECHNOLOGY IS NO LONGER A BARRIER
- 48. Call Center Operational Reporting Sample Disposition, Interviewers, Productivity Issue Report Create Survey Create Project Set up & Assign Interviewers Import Panels Collect Responses Activate Study & Interviewers Import Sample Manage Sample, Quota, Interviewers, Studies & Process Run Study Mixed Vendor, Multi-Mode Workflow 48 Analyze Data © Copyright 2015 CFMC | All rights reserved. ONLINE SURVEY PLATFORM PHONE SURVEY PLATFORM
- 49. Function Technology Author Questionnaire Online Survey PlatformHost the Survey Invite & Remind Sample Management to Dialer Phone Survey PlatformInterviewer Management Call Center Operational Reporting Store Data Online Survey Platform Analyze & Report Mixed Vendor Integrated Workflow ©2015 CFMC 49
- 50. In the Call Center…. Dialer acquires new number and dials it Once there is a connected call, a pre- loaded contact record and questionnaire are presented to interviewer Supervisor Adjusts sample flow, manages and monitors interviewer activity The interviewer conducts the interview using the online survey And statuses the call in the call management system Interviewer Business as usual ….but uses the ONLINE survey as the interview script 50© Copyright 2015 CFMC | All rights reserved.
- 51. Interviewer Experience 51© Copyright 2015 CFMC | All rights reserved.
- 52. Single Data Repository 52 RESPONDENT DATA OPERATIONAL DATA Survey Responses Analysis Call center productivity Sample disposition Quota attainment © Copyright 2015 CFMC | All rights reserved. ONLINE SURVEY PLATFORM PHONE SURVEY PLATFORM Research Insights Call Center Optimization
- 53. Call Center Operational Control 53©2015 CFMC Sample Interviewers Quota Dialing Operations
- 54. Multi-mode Data Collection Mode is tracked by “SurveyType” SurveyType → Web, Phone or IVR © Copyright 2015 CFMC | All rights reserved. 54
- 55. Mode-based Response Data 55© Copyright 2015 CFMC | All rights reserved.
- 56. More Efficient Process SAVE TIME & LABOR © Copyright 2015 CFMC | All rights reserved. 56 SURVEY COLLECTION METHODS DATA SET FOR ANALYSIS SURVEY CREATION: 1 vs. 3 surveys no re-creation per platform DATA ANALYSIS: 1 vs. 3 data sets no export & import of data
- 57. UNLOCK your RESEARCH DESIGN
- 58. SURVEY COLLECTION METHODS DATA SET FOR ANALYSIS Unlock Your Research Design 58© Copyright 2015 CFMC | All rights reserved.
- 59. Reach all demographicsPHONEUse PHONE ONLINE Match mode to value Gain better insights URL Increase response rates Offer a choice #800 Finish on Phone Fill quota at lowest cost ONLINE PHONE © Copyright 2015 CFMC | All rights reserved. 59
- 60. Once in a while, remember to dial!
- 61. Got Phone? MRA Insights & Strategies Conference | June 2015 M A R Y M C D O U G A L L M M C D O U G A L L @ C F M C . C O M
Editor's Notes
- Good morning Who is using phone today? Phone-based research, like Mark Twain said, “Reports of my death have been greatly exaggerated.” Clearly much of the research focus has shifted to online surveys for good reason.
- Today, we will explore scenarios where it may be advantageous, if not required, to leverage phone methodologies to deliver quality projects. I’m Mary McDougall, CEO of CFMC, which is a software developer of the Survox phone survey automation platform. Survox powers much of the phone data collection that goes on in the US. Particularly strong in public opinion research and political polling, which is heating up now for the 2016 elections. Both sectors turn to phone because there demographics matter greatly. My goal for today is to have you consider the strategic imperative for phone in your Customer Experience programs and some of your healthcare, financial services and other research. And that, as a result of this session, you….
- Why you should consider phone data collection The advantages of taking a multi-mode approach. Impact on research budgets Changes in technology that allow more flexible field design. But first a quick tutorial on what I mean when referring to Phone Data Collection…..
- Two types of Phone-based collection methods LIVE PHONE INTERVIEWS Using trained agents who conduct the interview Physically housed in a call center or remotely distributed. Primarily used for outbound surveys.
- The other phone method is IVR where a computer, not a person, conducts the interview. IVR is ideal for both outbound calling and inbound receiving, since the computer is ‘always on’. Traditionally IVR surveys have been standalone, but we’ll explore how they can be mainstreamed more into your research.
- Whenever either method is used for recruitment and outreach, there is a great need to optimize the process in order to: Reach respondents at the appropriate time of day. Keep interviewer productivity high and idle time low. Minimize telco costs by minimizing amount of sample dialed. Manage the sample flow to maximize quota attainment.
- Unlike online surveys where you need to push and prod people to take the survey… With good sample management, call centers can reach exactly who you need to fill quotas and nurture them through the whole survey to get the results you want.
- So that’s what’s meant by ‘phone’. Now let’s explore why it’s still relevant today.
- MISSING Nearly half of all adults over 65 have not accessible via the web. Yet they have disposable income, consume services, buy cars, get sick, pay taxes and vote. 1 in 4 of less educated, lower income, and rural customers who may be you primary customer depending on where your store or service is focused.
- But they all have a phone…98% of the US population has phone service Start in online survey Show existing survey; show existing panel Switch to Survox Console Register the Online Project (mention that it only displays surveys that are active and that the user has access to) Import the sample from a online panel Activate the survey Take the survey as an interviewer (talk through the dialer interaction but we won't use an actual dialer) After running through a few respondents - go back into the online solution and show a report (report should include responses from both the web and phone interviews)
- Other reasons to consider phone are ** Interviewers can manage a long, in-depth survey where there may otherwise be a high risk of respondent fatigue and drop-out – good for medical studies where answers may trigger follow-up questions. ** Call centers can manage their sample to produce representative results early ….process call replicates where respondent demographics are managed throughout the period to mirror the overall desired profile for the study. Other Customer problems can be immediately handled with call transfer to an agent or supervisor Survey responses can be examined across modes to determine if the mode is affecting responses.
- Which is what the recently published Pew Research Center study shows from a 2014 public opinion survey fielded in both web and phone modes. Findings showed significant differences in responses between modes. Sometimes Phone produced the higher response, other times Web. Challenge is to harmonize the differences, but the key point is that it is important to recognize that there are differences . Using a single mode would not uncover.
- So, now you might consider it! That’s movement. But…
- Still have lots of choices…but let’s compare phone to web.
- The costs go up across these modes. Sample, if you need to purchase it, can differ in price with phone sample actually cheaper than online panels. Telco is the cost of the phone call, and depending on your service provider, this cost will be incurred whether connected or not. Interviewer’s labor and the cost of supervisors and other overhead.
- If we ignore the sample cost and only consider the collection cost Online have virtually no variable cost to collecting 1 vs. 1001 responses. Whereas IVR has telco costs Phone interview has telco and labor If you consider lists where one has to manually dial cell phone numbers IVR may be eliminated because it can’t be used for cell Phone cost go way up as interviewer time is used to dial until you connect to a cooperative person Finally – when you add sample, because panel sample is always higher than listed or RDD phone sample, the total costs may shift depending on what type of sample is needed.
- So how do make the trade-off? Traditionally you may use what you have in-house. The point of this session is to assure you that you can and that technology should not be the barrier.
- Those barriers are coming down and what we are bringing to the market is the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set. Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.
- And allow you field your study however best for the study, And analyze the data efficiently and in a way that captures mode. So let’s look at some use cases.
- Once upon a time there was a Franchise Manager named Molly who had the tricky challenge of maintaining a consistent, high quality customer experience from services delivered by organizations that only indirectly reported to her. Every day Molly made decisions about which locations to renew and which ones to drop, based solely on sales data. This approach created pretty high turnover and meant that at any given time there were a fair number of new franchises coming online, needing training, and depressing sales. One day, Molly realized that her pipeline of new applicants was running low and she’d have to find a different way to deal with the problem locations. Because of that, Molly worked with her team to come up with the key metrics that may yield an early warning of problems to come. She also developed a set of questions to ask customers to provide feedback on various aspects of the service. Now she needed to collect the data which is a problem since the franchisees ‘owned’ the customer relationship and customer contact information was not available. Molly was blocked. Until finally, she realized that her organization supplied the POS system used to print receipts. Now she could appeal directly to the customers themselves with an incentive to tell her what she needed to know….and to maximize the feedback she decided to give her customers a choice of ways to respond. Now, each receipt is now printed with both an 800# and a URL to a quick survey…giving Molly and her team the insight needed to identify potential problems and how to help them. Franchise turnover has been dramatically reduced.
- Since your stores span the country from major city to rural townships…. And your clientele come from all walks of life…. Then why not provide a choice of ways to hear back from customers?
- ~100% have phone – so offer an 800# 15% increase in potential respondents 75% increase in reach to Seniors ~25% increase in lower socio/economic segments
- Now you can give people a choice of ways to engage to maximize your results. Invite them to a web survey AND provide a phone number. When they call in you can have a live person greet them but more likely you will use an automated IVR system conduct the survey Great for short survey like C-Sat or NPS
- But if you don’t want to have self-selection bias where you only hear from the very happy or the very unhappy. Rather you want to make sure that you hear from every region, every store, or every service agent Ensure you are getting a standardized view of the customer experience. Then you need to do set up an outbound system to solicit their response, and quota requirements for each reporting category.
- This can be done by using transaction data…from a POS for store loyalty customers or a CRM or ticketing system for a sales or services call as the Sample. Set up quotas per store or agent. Follow-up each transaction with a call to ask how their experience was. The call can be connected to a live agent or an IVR system to conduct the interview.
- Voice of the Customer Examples Retailers – provide incentive to collect feedback and now on receipt offer choice – URL or Phone # (which usually goes to an IVR system) Service Quality checks Major national home improvement chain that uses 3rd party installers uses phone interviewers to check on customer experience. Sample is provided by a feed from other systems such as an ERP or POS Too important to them to let respondent self-select who provides feedback. Customer Support departments transfer caller to IVR survey post transaction One large consumer products company uses national sampling and phone recruitment to get the right mix of consumers to take mail and web surveys for new product input.
- Another way to think about phone vs other survey methods it the 80:20 rule….where one survey method may not apply to all.
- We all understand the concept of how usually 20% of customers ----- 80% revenue or profit 20% donors ……provide 80% of the funding for your non-profit 20% employees …. Are really critical to the success of your business
- For example, if you’re a casino you’re going to treat your high rollers differently from your tourists Or if you’re an airline you’ll treat your Platinum and 1K members differently than your Bronze level members. If you’re a CEO, you may want more feedback from your staff than from the general workforce.
- So you’ll be willing to spend more for richer insights. One survey, one data set produced….different modes of data collection employed for different audience segments Online Phone In person using a tablet device For example, if you’re a casino you’re going to treat your high rollers differently from your tourists Or if you’re an airline you’ll treat your Platinum and 1K members differently than your Bronze level members.
- Now you can create one survey, Use different modes of data collection for different audience segments - Online Phone In person using a tablet device Analyze it all from the one data set produced
- And if you’re a large company… Differentiated data collection strategy for 360 reviews or new policy/product roll-outs. Executives – In-person (web survey on tablet) High Potential & Management – recorded Phone interviews Staff – Web survey One survey – possibly different lengths Central analysis
- Use multiple modes to stay within budget AND still reach quota. Maximize responses from most cost effective method first – online. Finish with outbound IVR or phone interviewing to complete quota. - IVR has the Telco expense - Phone interviewing has Telco and labor expense
- When you look at a study with 1000 responses, and compare across differ mode choices
- When quota matters Daily public opinion poll – EVERY day 1000 responses are collected using RDD sampling; Not 999 or 1001 but exactly 1000 or not a valid sample. - Phone provides reliable response rates so that they get all the responses needed - Quota management ensures that they don’t oversample Campaign strategists Call with the candidate every night at 10 pm At 9 pm the strategist calls the polling center to get the days results Accurate insights depend on tight sample control that produces responses from a replicate of the target population. i.e. The polling center had to have collected input from exactly the demographic mix that is expected to vote
- In 2014, the American Institute of Research conducted a field test of survey Health Insurance Marketplace survey Using Mail, Phone, and Web surveys, placing into each sample only those with known access to the survey method. They tested standalone and combined modes. Phone was the best standalone mode. Mail + Phone provided the highest overall response rate Phone produced better match with the sample frame, reaching more from groups that were underrepresented by mail or web. Interestingly, and not intuitive to me, the phone research yielded the best response rate from those under 34, the ‘always on’ generations….perhaps because it is harder to ignore than a mail or web survey.
- At the end of 2013, the Professional Data Analysts conducted a mode effectiveness test using a Tobacco Health Line survey that had been traditionally done by phone. Testing the effectiveness of first web with phone follow-up. Multi-mode approach yielded better results than just phone. -- Higher response rate -- Lower cost. -- Costs could go lower still with choice of technologies. Back-end processing: dispositions, surveys, merging from two different systems Infrastructure – software licensing, phone systems, web hosting, backups, office space, PC’s and phones for interviewers Set-Up: planning, email design, survey design, testing/QA, hiring/staffing interviewers, sampling, training interviewers Monitoring:
- Health survey that had been traditionally done by phone. Testing the effectiveness of first web with phone follow-up. Multi-mode approach yielded better results than just phone. -- Higher response rate -- Lower cost. -- Costs could go lower still with choice of technologies. Back-end processing: dispositions, surveys, merging from two different systems Infrastructure – software licensing, phone systems, web hosting, backups, office space, PC’s and phones for interviewers Set-Up: planning, email design, survey design, testing/QA, hiring/staffing interviewers, sampling, training interviewers Monitoring:
- But those barriers are coming down and what we are bringing to the market is the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set. Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.
- Adding Phone is a decision that can be made from the beginning of the design or after data collection has started. While you have the option to modify the survey based on mode you do not have to make any changes at all. You can use the same survey as the web but with phone system and interviewer management options… the choice is yours. However, you do have the option of mode based logic to manage entire screens such as in this example of introductions.
- What the interviewer experiences is the Qualtrics survey with phone operational controls provided and managed by Survox. What your respondents get is choices in how they engage with you, with your research… web or phone. You get a broader reach.
- you might have your own call center or engage with a partner like Zylun Insights which you can find on the Innovation Exchange. This allows you to full manage the Qualtrics survey and data and flexibly decide to engage phone using your own call center, a partner or some combination.
- The entire work flow then becomes… So you can set up an online survey and flip it to phone at any stage of the study. A one and done client setup Import or Register the project Import or Add sample Engage your call center and manage the project… interviewers, sample Report on your data from rich Qualtrics reporting solutions.
- Survox provides the technology and tools to integrate the phone mode and manage the interviewers, project sample and the call center. While the survey and response data is housed in Qualtrics, Survox manages the call center operations and reporting.
- The basic flow is that after a project is registered with Survox and the panel imported, the numbers are sent to the dialer to be called. Answered calls are connected to interviewers. The interviewer integrated interface to conduct the the survey (Qualtrics) and manage the call (Survox)
- The interviewer is provide an interface the seamlessly integrates the Qualtrics respondent survey with the Survox phone operation controls. -The interviewer can log in and connect to the dialer -Is provided with workforce option such as going on break, lunch or meetings -Has controls to handle call connection and dispositioning -During the survey, the interviewer can manage the call flow -Having a live interviewer allows you to collect richer verbatim content and let’s the interviewer probe and clarify responses while the dialer allows you to collect sound records of the call to deliver the ultimate voice of the customer inflection and all
- You get to benefit by leveraging the best of both… Qualtrics survey design and reporting and Survox call center automation and management. Qualtrics lets you collect and report on your response data. Survox lets you watch and manage your phone production.
- All phone operation data resides within the Survox platform. A variety of reports and dashboards allow you to manage the full scope of your phone operation from Interviewer to Project to the Entire Call Center
- Ultimately how you implement phone is your choice to meet your research needs. Whether you have a single phone mode study or a multimode design. If multimode you might start with web and phone with fixed daily targets. Or You might start on web then bring on phone to round out your data collection and fill in the quotas after giving respondents some time to complete the survey via web and a subsequent reminder blast as illustrated in the Production report on the right.
- Regardless of the point at which phone is brought in to the flow, all survey response data resides within the Qualtrics database. No importing, no merging Existing reports and integrations continue to work Because the modality of data collection is stored in the data, you can create mode specific reports and analysis.
- But those barriers are coming down and what we are bringing to the market is the ability to create a single survey, employ multiple data collection strategies, and have the data all available for analysis in a single data set. Now researchers can choose the right methods that fit EACH job and not be constrained by the technology.
- So Hopefully you will now…..
- Thank You!