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Respondents Can Call Us Back

Our computer assisted telephone interviewing stations can be assigned for either outbound or in-bound calls. That means your difficult to reach respondents can call an interviewer back at their convenience in order to participate in (or finish)a survey. And that means your project generates much better response rates and more representative samples.

Data Collection With Computer Assisted Telephone Interviewing (CATI)

To produce highly effective marketing research, it is critical to obtain the most accurate information possible. To do this, Polaris employs the latest in telephone interviewing techniques.

Western Wats has been Polaris’ partner for telephone data collection since we made the key strategic decision to close our own 32-station computer assisted telephone interviewing call center in 2004 and concentrate on our core research competencies. We chose WW, after an exhaustive examination of the most highly regarded field service companies in the U.S. and Canada, because, like Polaris, they have a strong commitment to top quality. Here are some facts about WW:

• Founded in 1987 in Provo, Utah

• Grown into the largest data collection firm in the United States with more than 2,000 employees

• Conduct 180,000 interviewing hours monthly and as many Internet completes

• Core service is collecting primary via live interviewer, automated telephony (IVR) and Internet

• Manage proprietary E-panel, Opinion Outpost

• Headquartered in Orem, UT, with multiple facilities located in the United States, Canada & the Philippines

All computer assisted telephone interviewing stations can be assigned for either outbound or in-bound calls, which means executives, physicians and other difficult to reach respondents can call an interviewer back at their convenience in order to participate in a survey. And that means your marketing research data collection project generates much better response rates and more representative samples. Also, the interview scripting software allows interviewers to access external databases, such as customer records, so their questions can be customized to the specific respondent, with information on that customer's purchases or revenue figures.

CATI Can Play Messages

The CATI system can play prerecorded messages, such as a commercial, and digitally capture voice responses. The interviewer can use the system's conferencing ability to bring a client representative into the call immediately and/or transfer the respondent to a client-specified location, such as a customer service department or a voice messaging system. We also have the capability to send emails on the fly during an interview or redirect a respondent to our IVR system.

Our marketing research data collection center has a number of quality checks. The CATI system ensures that all skip patterns are followed precisely and, where appropriate, questions and possible responses are rotated randomly. We have the latest monitoring equipment, allowing our clients to listen to surveys in progress from their own offices. The telephone interviewing center supervisors and project managers continuously monitor the interviews. We normally pre-test surveys with a sub-sample of respondents, using as many of the assigned interviewers as possible. Through test interviews, we can check the survey instrument both for ease of administration, accuracy and usefulness of the information. We hire only experienced interviewers and pay higher-than-average wages to keep them. Our staff is charged with a very demanding responsibility: conducting quality, professional interviews resulting in 100 percent accurate survey databases, all the time.

Contact us for more information on our state-of-the-art telephone interviewing system.