This document summarizes a panel discussion on technical challenges and solutions in survey center management. The panel focused on call center monitoring practices and combating spam calls. Regarding monitoring, panelists discussed interviewer evaluation methods like assessing speech, behavior, and potential data fabrication. They also considered question type differences and impacts of improper pacing. For spam calls, the document notes their large increase and explores approaches like app blocking, contact blocking, and carrier blocking. The panel aimed to share current monitoring procedures and tools for quality along with solutions for the major problem of increasing spam calls.

1. Session 8c – Field: Technical Challenges and Solutions
in Center Management
Panelists: Steve Coombs, University of Wisconsin Survey Center
Kallan Larsen, University of Michigan Survey Research Center
Kate Hobson, NORC at University of Chicago
Facilitator: Lew Berman, ICF
May 21, 2019

2. Focus #1 – Call Center Monitoring
 To maximize quality survey telephone call centers utilize elaborate
programs including activities such as data review, rigorous hiring
practices, routine training, and interviewer monitoring.
 Monitoring has included activities such as,
 Interviewer speech, demeanor, and behavior effects and the impact this may have on respondent answers
 Data fabrication and falsification
 Consideration for differences between factual questions or attitudinal questions (Groves and Magilavy, 1986)
 Impact of not reading question as exactly worded or at a rapid pace (Marquis and Cannell 1969, Lansing et
al, 1971)
 Learning Objective: What practices, procedures and tools are being used
to advance call center monitoring?
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3. Focus #2: Spam Calls
 ~90-95% of adults own a cell phone1,2; 77% own smartphones2
 The FTC received 63,000 Robocall complaints / month in 2009; 375,000
complaints / month in 20173
 Spam phone calls has jumped from 3.7% of total calls in 2017 to 29.2% in
20183
 Learning Objective: How can survey research companies combat this
problem?
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[1] Blumberg SJ, Luke JV. Wireless substitution: Early release of estimates from the National Health Interview Survey, January–June 2018.
National Center for Health Statistics. December 2018.
[2] Pew Research Center. Internet & Technology Mobile Fact Sheet. https://www.pewinternet.org/fact-sheet/mobile/. Accessed May 21, 2019.
[3] Marketwatch: https://www.marketwatch.com/story/heres-why-youre-getting-so-many-spam-phone-calls-2018-10-12. Accessed May 21,
2019.

4. Focus #2: Landline
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5. Focus #2: Smartphone
5App Blocking
App
Blocking
Contact
Blocking
Carrier Blocking
Southern Woman
Medical Emergency

6. Session Logistics
 Layout
 Introductions by panel members – 20 minutes
 Call center monitoring approaches – 20 minutes
 Spam blocking approaches – 20 minutes
 Q&A – 15 minutes
 Panelists
 Steve Coombs, University of Wisconsin Survey Center
 Kallan Larsen, University of Michigan Survey Research Center
 Kate Hobson, NORC at University of Chicago
 Facilitator to open session with questions, however, the session is meant
to be interactive so please ask questions
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