Computer Assisted Dialing: What will it do for you? What will it do - - PowerPoint PPT Presentation

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Jun 11, 2023 323 likes •483 views

Computer Assisted Dialing: What will it do for you? What will it do for you? Sil Silence RDD RDD Dan J. Bernard Marketing Systems Group Marketing Systems Group (AKA Genesys Sampling) 11th International Blaise Users Conference Is it

SLIDE 1

Computer Assisted Dialing: What will it do for you? What will it do for you?

Sil RDD

Dan J. Bernard Marketing Systems Group

Silence RDD

Marketing Systems Group (AKA Genesys Sampling)

11th International Blaise Users Conference

SLIDE 2

Is it time?

C t i t d di li h b Computer assisted dialing has been used for many years in market research research. Quality, as well as productivity, has been an observed outcome been an observed outcome. Organizations such as NORC have validated use in social research validated use in social research.

11th International Blaise Users Conference

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What WILL it do for you?

P d ti it Productivity Quality … but how does it work?

11th International Blaise Users Conference

SLIDE 4

What are the basics?

L t t th CATI Leave case management to the CATI system. Di l bl b t f th Dialable numbers are sent from the CATI system to the dialer. Th di l di l d h The dialer dials and then com- municates with the CATI system.

11th International Blaise Users Conference

SLIDE 5

Methods of dialing:

A t Lik d b d Auto: Like a dumb modem Preview: Study the call history Power: Auto detect certain dispositions Predictive: Intelligent dialing Hybrid: Combining Preview and y g Predictive

11th International Blaise Users Conference

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What else can be done?

Replace need for PBX Replace need for PBX Tool for call center decentralization Improved quality control Improved quality control Remote audio monitoring A di di P t ll Audio recording: Part or all Call routing I t i / d ti it t Interviewer/ productivity management Facilities management

11th International Blaise Users Conference

SLIDE 7

OK, how does it work?

Oft PC b d h d Often PC based hardware T’s plug in Telephones plug in Dialer communicates with CATI server Again, CATI manages the sample

11th International Blaise Users Conference

SLIDE 8

What is heard by interviewer?

P M d Power Mode Predictive Mode

11th International Blaise Users Conference

SLIDE 9

… but the STORIES I hear!

R h di li i diff t f Research dialing is very different from telemarketing

Sample f ame Sample frame High response rate Respondent abuse Respondent abuse Careful management of abandoned calls

11th International Blaise Users Conference

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What research is doing different:

W k b t t l h b We know about telephone numbers We pay attention to call history Probability of connection vs “call end” Can offer “near zero” abandonment Answering machine detection discouraged g

11th International Blaise Users Conference

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Beyond productivity – the improved environment

I d i t i t ti Improved interviewer retention Job more desirable Provides discipline Job satisfaction A few other things:

Consistent dialing technique g q Accurate call result disposition Lets supervisor work with interviewers

11th International Blaise Users Conference

SLIDE 12

Social Research is different… … and therefore can’t use dialers?!

L th f i t i Length of interview Number of dialings NORC, et. al. have legitimized computer assisted dialing

11th International Blaise Users Conference

SLIDE 13

Are dialers expensive?

ROI < ROI < one year Need fewer interviewers Improves project quality

11th International Blaise Users Conference

SLIDE 14

This morning…

G id “ f …

Dr. Groves said, “…

expense of a study is a significant problem today… ”

but we’re not forgetting about quality.

11th International Blaise Users Conference

SLIDE 15

Q & A

Wh t th th di l? What other myths can we dispel?

11th International Blaise Users Conference