Successful CATI project management demands precise responsibilities and close collaboration of all project managers involved. We have established processes which guarantee that the level of information of all responsible persons is up-to-date, and you are guaranteed to receive reliable support during all stages of the project.

Processes within OmniQuest during a CATI project

All interviewers receive regular training — general as well as project-related. Supervision, studio management and our in-house DATA management work closely with each other and thus provide proper control of all interviews conducted. The CATI project management, in collaboration with our survey management, manages the technical preparation of the respective survey (sampling and sample management, quota management, questionnaire programming and checking) and holds close contact to our studios for quality measurement and optimisation. Our interviewer quality management is carried out in three stages:

• Performance check undertaken by project-managers as well as survey-managers
• Field control in our studios by specific software
• Data check by our data management segment during and after the respective survey

You have a specific contact person while conducting a survey. In the process, the responsible project manager informs proactively and transparently about all important developments during fieldwork and provides regular, detailed status reports. We gladly offer you pre-tests at the start of the project to give you the opportunity to organise interviewer briefings and to get a picture of the course of the project.

Our professional interviewing system provides both flexibility and standardisation in one and guarantees a smooth and an continuously-documented survey progress as well as clear and accurate data storage. The electronic handling and integration of the paper questionnaire is carried out by our programmers within the questionnaire software ODIN. This professional questionnaire system offers both flexibility and standardisation in one and guarantees a smooth and an continuously-documented survey progress as well as clear and accurate data storage.

The CATI system offers:

• professionalism, flexibility, capability of standardisation and cost-efficiency
• Automatic dialling and manual dialling
• Programming of single and multiple response questions, open questions, ratings
• Complex filters and jumps, questions and items can be randomised
• Data transfer to an ongoing interview (e.g., for possible previous recruiting phases) or previous surveys
• Quota surveillance and control methods considering complex geographical, regional or socio-demographic aspects
• Accurate data storage
• including of audio files (*.wav- / *.mp3-format)
• recording of interviews (*.wav-format)
• complete internal monitoring ("watch & listen")

Our telephone interviewers possess a varied and constantly enhanced pool of experience in nearly all types of surveys. Essentially, there are two typical types of survey.

Customer satisfaction and employee attitude surveys

More than 75% of our overall volume of calls is for interviews dealing with customer satisfaction (in both the private and industrial sectors) and employee attitude. They represent the great responsibility that we deal with daily-including, but not limited to, the sectors of telecommunication, energy and financial services. Our interviewers are characterized by a friendly and target-group-oriented appearance. Detailed background knowledge about issues related to surveys and privacy protection complete their profile and provide a reliable and professional appearance when contacting test persons via telephone. Flexible scheduling allows for flexible appointments, that is our interviewers can conduct the interviewing straight away or adjust themselves to the requests of the target persons — provided the test person is willing.

Representative surveys

Through our various fields of activity (social, political, advertising, marketing and media research) for representative surveys, our interviewers do possess a high level of knowledge and experience from which you profit at all times. The sampling procedure is usually carried out at random and includes enrichment by generated telephone numbers via the telephone samples of ADM ARGE-telephone samples. The selection of test persons is carried out according to standardised guidelines. These can be selection procedures like the "Randomize last digit"-procedure, the "next-birthday"-procedure, or determined quota groups (e.g., only a particular age group).

On every CATI survey we lay emphasis on training and informing our interviewers to an optimal extent. The first priority of our quality assurance measurement is guaranteeing the validation of obtained results at all times. Our interviewers undergo a standardised system of quality management. After the completion of an extensive training at the beginning of every given project, we continue to monitor all interviews during field time, a process that is based on the following criteria:

• Confident and reliable appearance,
• Friendliness and flexibility,
• Accurate reading of questions and items,
• Proper entering of answers and
• No suggesting.

In order to detect possible individual weaknesses and to avoid suboptimal interviews, we exercise systematic monitoring of interviewer performances and provide our interviewers with detailed feedback regarding their interviews. A chronological documentation of performances allows us to observe individual and overall accomplishments and to enhance interviewer performances.

Every day, we conduct more than 1,200 interviews — we set standards lying well above the market standard. Through both the close collaboration of our team responsible for the project with our studio managers and our comprehensive training and monitoring system, we do not only meet our expectations but also live up to those of our clients. In common representative surveys, we achieve exploitation quotas of at least 30-35%, when it comes to customer satisfaction, we achieve quotas of 60-70%.

Valid data quality through all of our interviews is not a coincidence, but a result of consequent and consistent monitoring. As soon as fieldwork begins, the survey data will be validated within the following sectors:

• Supervision,
• Project management and
• Data management

Additionally, we do random monitoring calls and plausibility checks.

Opinions and attitudes towards brands, trends and campaigns can be measured swiftly and cost-efficiently by our OmniBus-tool. We do a weekly survey about various topics via telephone (CATI) in Germany. Although we interview 1,000 persons of the German speaking population aged 14 years and older. The representativeness and reliability of the survey data is guaranteed by our comprehensive service package.

More informationen about the OmniQuest OmniBus-tool:
[OmniQuest-OmniBus 2011]