A national ~20 question general population survey can take a single day to complete. We can also throttle the calls so we can complete surveys over multiple day parts and days of the week. For smaller geographic areas and lower incident rates we will provide an estimated field period based on our available inbound call volume.
For completed surveys as of Q4 2018 ~52%-59% of our completes are from cell phones
We receive the following meta data in the call and can allocate more or less calls to a survey based on these:
- Time of day (or night)
- Day of week
- Phone type (LL/Cell)
- Geography (Zip, City, State, County, Census Division) based on the phones Rate Center
We block repeated same day attempts based on the caller’s phone number (ANI) for up to 24 hours, ending at midnight. If someone called back the next day they would be able to take the survey, but we’d only use the data from the first survey that they took. If we forward the call to a call center, then the call center can disqualify the caller based on the caller’s ANI. We pass the ANI to the call center with the call.
We typically allow callers without an ANI to take a national survey, especially if we has the callers zip code in the survey. For those surveys that are either state restricted or phone type restricted (i.e. cell phones only) we block these calls. Less than ½ of our toll-free calls do not have an ANI so it’s not a real issue.
We allocate calls to surveys randomly based on a percentage allocation and/or a number generator that randomly chooses integers based on atmospheric noise.
Yes. For a state, county, city or zip code, we use the metadata from the caller’s area code and prefix to route calls to the survey. Since zip codes overlap in congressional districts the caller would have to enter or say their city and zip code in the survey instrument.
Using RICS to screen and send interested callers to live interviewers can save 50% or more on your call center costs. Why? Because RICS receives INBOUND calls from mobile phones in a ratio that closely matches the percentage of mobile phones in American households. Traditional CATI outbound calling requires interviewers to manually dial mobile phones. With RICS, interviewers spend most of their time interviewing rather than dialing the phone.
Yes, using an IVR is an excellent option for up to about 35 questions. Pricing is based on the yield rate (calls/completes). The higher the yield the lower the cost per complete and vice-versa. The incident rate and quantity of completes both have an effect on the per complete rate. Once we understand your needs and see the survey instrument we will quote you a price.
An IVR is faster to setup and complete surveys than using live agents. Plus, an IVR operates 24/7/365. Once the IVR script is approved we can have a survey live within a week. Depending upon the complexity of the survey instrument, it is possible to get an IVR survey live in a matter of hours.
The client sends us the survey instrument, target audience, field period, completes needed and any other pertinent information. We will provide an estimated cost and timeline. If both parties agree, then we sign an agreement and get started. To optimize the surveys accuracy and yield rate we’ll recommend several important details, such as voice talent, cadence, question placement and wording.