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Polaris' Key Services

Customer Satisfaction Branding Research Employee Attitudes Lost/Retention Research New Product

SurveyTrac

Polaris has many measures in place to ensure telephone survey quality.


Telephone Survey Quality & Security A Priority

Polaris has several telephone survey quality control measures in place.

  • Only experienced senior interviewers experienced in telephone survey research will be used. An appointed project manager will supervise the training of these interviewers. Both the interviewers and supervisors have extensive experience in conducting research surveys of this type.

  • Also to ensure quality control, we have the capability for remote access monitoring. Clients can monitor interviewing stations remotely from any location simply by dialing a central access number. While on-line, they can easily switch from station to station.

  • We normally pretest 15 to 20 surveys for any new questionnaire, using as many of the assigned interviewers as possible. These interviews will be included in the final survey database only if no changes are required. The survey instrument is tested both for ease of administration, accuracy and usefulness of the information.

  • Call center supervisors monitor every interviewer a set number of times each day. Polaris Data Specialists, Project Managers, and our Resources Manager monitor routinely throughout the week, scoring interviewers on accuracy, quality, and being respondent friendly.

  • Along with our live monitoring procedures, we watch daily productivity reports for each and every interviewer. We look at completes, incompletes, refusals, call length, and disconnects for any anomalies that might present themselves for each individual interviewer. To help prevent bias associated with “live” interviewer telephone surveys, we run analysis by project and interviewer to identify any personnel that might elicit customer ratings above or below the norm, differing from the average.

There are several aspects of tracking research that require extensive day-to-day management of logistical details for telephone survey quality control. Therefore, a number of hardware and software tools come in to play, as per the following list:

  • Scheduling: Polaris has implemented a Microsoft Project Enterprise system for managing all of our projects and both our IT Manager and our Resources Manager have received MS Project System Administration training. Every project’s schedule is programmed into MS Project producing a critical-path management tool.

  • Project Coordination: Polaris’ networking structure is based on the MS 2005 Server architecture with a Microsoft SQL Server 2005 database management system. As mentioned earlier, we have a MS Project 2005 Enterprise server as well. Using MS SharePoint Services, all of the Polaris and call center team members have the collaboration and communications tools needed to stay on top of the numerous details of every project.

  • Remote Monitoring: Our call center partner provides an easy to use tool for monitoring as part of their proprietary W.I.R.E. project management software.

  • Call Disposition Reports: Our call center partner utilizes a W.I.R.E. system that provides daily call disposition reports which we can post to our StatTrac® system for easy online access.

Contact us to learn more about Polaris' telephone survey quality management.