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Quality
Data Collection
Fako & Associates employs state-of-the-art call center facilities, located in Lakeland and Tampa, FL, Spokane, WA, Fresno, CA, and El Paso, Texas. Our exclusive contract with these facilities encompasses over 700 interviewing stations, which utilize the SPSS Quancept CATI software package.
Research Assistants whom administer our
surveys have successfully completed a rigorous 3-phase hiring process
and detailed Research training program. The calling center staff
is composed of individuals who are selected on their voice quality,
reliability and objectivity. Initially, all prospective
interviewers are screened for their verbal skills. Only if a candidate
passes that screening test are they scheduled for an in-person
interview. During that phase of the process, the applicant is
administered a battery of vocational tests to determine their aptitude
for the position.
The training process stresses quality and accuracy of information at
all times. Basic computer and CATI software navigation are followed by
questionnaire administration techniques. Specific time and effort is
given to verbatim recording. Interviewers develop an understanding of
how to effectively control respondents, when to probe or clarify and
allow complete, actionable information to be recorded.
Research Assistants are trained to
understand the reasons why we conduct research in certain ways, rather
than rote training specific to the study at hand. This approach allows
interviewers to perform better when the interviewing context changes.
With each study, interviewers are briefed prior to the start of
dialing. The briefing session covers the purpose of the study,
screening techniques, unique questions or dispositions and
pronunciations.
Each interviewer receives 'help sheets'
so they have pertinent information close at hand during dialing. During
their tenure, Research Assistants are provided with ongoing training in
the form of refresher courses, designed to refocus certain aspects of
the position.
Quality Assurance Procedures:
Once Research Assistants are certified
to conduct interviews, they are monitored on a nightly basis, and are
assigned to Interviewer Enhancement Courses if they exhibit any
weakness in key areas during monitoring.
Both Team Leaders and Supervisors are
assigned to conduct Quality Assurance activities (monitoring and
validating). This ensures that the floor leadership is focused on the
quality of the interviewing rather than just the production.
Supervisors and QA are continuously trained in various subjects ranging
from Market Research basics, Operational Processes and General
Management.
Our centers use proprietary software
that enables highly detailed analysis of interviewer performance in
real-time. It is these tools, along with ongoing call monitoring, which
allow us to provide an unparalleled level of productivity and quality.
Supervisor to Interviewer Ratio:
The
typical Supervisor to Interviewer ratio at the data collection centers is 1:15. This
includes only call center personnel engaged in monitoring and coaching
of our research assistants.
Monitoring:
Every
survey is monitored by Fako & Associates staff throughout the
survey duration for quality assurance.
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