Advanis Telephone Interviewing

1
Jason Bekdashe
Advanis Field Services Representative
780.409.3296
jasonb@advanis.ca
Advanis Telephone Interviewing
An overflow partner: your route to fast, reliable research results
What if...
…You had an overflow partner you could count on. A partner
who could perform telephone interviews at a reasonable price
while guaranteeing your clients the best quality data.
You need to be able to rely on your overflow partner to deliver
timely, accurate data; you need a partner who operates like an
extension of your own business.
on meeting fluctuating project needs by constantly adjusting
their staffing levels. Advanis believes it makes more sense to
give researchers the ability to expand and contract their capacity
without adding to their fixed costs. Let Advanis be your virtual
"flex space" so you can relentlessly pursue research projects
without the worry that you might have to turn work away due
to constraints in your call centre.
Advanis is that partner…
Not just a fair price…
Advanis' proprietary call centre software is specifically designed
to meet the unique needs of the research industry, allowing the
company to charge an offshore rate without compromising the
quality standards that all research projects demand. Advanis can
guarantee these quality standards, even at high volumes.
In addition a competitive price (comparable to prices offered by
offshore operations), Advanis provides an all-inclusive package:
a guarantee that you're getting the transparency that you need
in an overflow partner.
The model is simple. Good quality telephone interviewers are
hard to come by in today's competitive labour market. It makes
little sense for every research company in the market to focus
Flexible space
With a capacity of up to 300 stations, you can be assured that
Advanis can handle projects of any size. As a main overflow
provider for other research companies, it is able to commit to
longer term projects, locking in rate, reserving a set of stations
and dedicating interviewers trained for your projects. Perfect for
offloading your tracking studies to give your researchers the
flexibility to pursue more custom work.
100% digital recordings
In addition to allowing you to monitor calls remotely (or live),
Advanis is so committed to the highest quality standards, it
digitally records every interview on every project and adheres to
the strictest protocols.
On-line project portal
An on-line project portal ties everything together. Not only do
you have a secure site to transfer survey scripts, CATI forms and
briefing material, you can access all of the recordings on the
project. In addition you can monitor the number of hours logged
and completion rates on your project in real time.
2
Jason Bekdashe
Advanis Field Services Representative
780.409.3296
jasonb@advanis.ca
Online Calendar
At the end of every month, Advanis will post a calendar of
available overflow hours for the next month. This will help you
plan your own call centre hours among projects that are already
won and bids that are outstanding. Check it out.
www.advanis.ca/Calendar
Project Management
Advanis' Project mangers deliver a daily report on quotas, field
statistics, and progress toward project milestones. All overflow
projects are assigned a project manger for day-to-day contact,
and an account manager will always be available for questions
or concerns to ensure your needs are met.
No borders
Advanis has extensive international telephone interviewing
experience in Canada, US, Europe and Australia.
Advanis' key interviewer performance measures include:
• Clarity of speech
• Does not use crutch words
• Steady and regular pace of delivery
• Tone and politeness
• Probing effectiveness
• Finds the qualified respondent efficiently
• Understands the survey well
• Doesn't lead or supply answers
• Doesn't include personal opinions
• Reads script verbatim
• Low inter-call time
• Doesn't skip questions
• Neutrality: if the interviewer is too friendly or too cool,
then the results of the survey may be biased. The only
latitude in tone allowable is with the introduction and
demographic questions.
What about quality?
Advanis provides ongoing coaching for its call centre staff.
Quality assurance measures include:
At least 10% of all interviews are monitored on all projects.
Team leaders are responsible for no more than 10 interviewers
and work with each one on every shift. Team leaders spend at
least 50% of their shift monitoring and coaching interviewers.
These practices are industry standard.
Advanis has also assigned a quality assurance manager strictly
for monitoring digital recordings for all interviewers on all
projects. This QA manager scores interviewers on their recorded
interviews and provides direction for improvement and reward.
Interviewers are trained and evaluated in the following three ways:
1. Principal Coaching: This is the most commonly used method to
improve interviewer performance-it is easy, quick, and productive.
2. Spatial Isolation Coaching: Private coaching of interviewers
and 1 on 1 role-playing with team leaders.
3. Formal Evaluations: The Call Centre Supervisor conducts
periodic formal evaluations with each interviewer.
Please contact Jason Bekdashe today to find out how Advanis
can give you the flexibility you need in your next quantitative
data collection project. Flexible pricing is available: either by
interviewer hour or project. Discover the advantages of offshore
prices with an onshore partner you can trust.