Te­le­pho­ne sur­veys.

Re­li­able and cost ef­fi­ci­ent.

Per day we con­duct mo­re than 1,200 te­le­pho­ne in­ter­views and at­tach gre­at im­por­t­ance to cus­to­mer-ori­en­ted ap­pearan­ce as well as un­pre­ju­di­ced re­cord­ing of opi­ni­ons and moods. The­se are gua­ran­te­ed by our ex­pe­ri­en­ced pro­ject teams and an in-depth sys­tem of trai­ning and mo­ni­to­ring sys­tem of our in­ter­view­ers.

Three sta­ges for a suc­cess­ful CATI pro­ject:

In­for­ma­ti­on se­arch and de­li­vering:

  • Spe­ci­fic brie­fing of in­ter­view­ers.
  • Com­pact in­for­ma­ti­on about every sur­vey.
  • Pre­test be­fo­re pro­ject start.

Con­tro­ling and Mo­ti­vat­ing in­ter­view­ers

  • Con­sis­tent mo­ni­to­ring.
  • Gi­ving feed­back in­clu­ding as­sess­ment.
  • Che­cking of re­spon­se and du­ra­ti­on of in­ter­views.
  • Con­sis­tent da­ta checks.

Con­trol­ling / re­view / do­cu­men­ta­ti­on

  • In­di­vi­du­al fol­low-on trai­nings.
  • Per­for­mance check and do­cu­men­ta­ti­on.
  • Do­cu­men­ta­ti­on via sta­tus re­port.

Our core com­pe­ten­ces

Cus­to­mer sa­tis­fac­tion
Sur­vey ty­pes
  • Con­ti­nuing mon­th­ly trackings
  • Ad­Hoc-sur­veys
  • Short trackings
Tar­get Groups
  • B2B
  • B2C
Ser­vices
  • Te­le­pho­ne num­bers re­trie­val
  • Check of du­pli­ca­tes
  • Check of qua­li­ty / over­sup­ply of ad­dress ma­te­ri­al
  • Matching with black­list
Re­pre­sen­ta­ti­ve sur­veys
Sur­vey ty­pes
  • Na­ti­on­wi­de, re­gio­nal, lo­cal
  • In­di­vi­du­al sur­veys
  • Sur­veys about va­ried to­pics
Tar­get Groups
  • B2B
  • B2C
Ser­vices
  • Matching with black­list
  • Sam­pling pro­ce­du­res:
    • Ar­ge ADM sam­pling
    • Mo­bi­le sam­pling
    • Du­al-Frame sam­pling
Mys­te­ry Calls
Sur­vey ty­pes
  • Tests of call­cen­ters
  • Tests of hot­lines
  • Tes­ting of te­le­pho­ne con­sul­tancy
Tar­get Groups
  • B2B
Ser­vices
  • Calls con­duc­ted di­rect­ly from our CATI stu­dio in­clu­ding the trans­fer of mo­re than 1,000 dif­fe­rent call num­bers with a va­ria­ti­on of the main num­ber part

Cus­to­mer sa­tis­fac­tion

Sur­vey ty­pes
  • Con­ti­nuing mon­th­ly trackings
  • Ad­Hoc-sur­veys
  • Short trackings
Tar­get Groups
  • B2B
  • B2C
Ser­vices
  • Te­le­pho­ne num­bers re­trie­val
  • Check of du­pli­ca­tes
  • Check of qua­li­ty / over­sup­ply of ad­dress ma­te­ri­al
  • Matching with black­list

Re­pre­sen­ta­ti­ve sur­veys

Sur­vey ty­pes
  • Na­ti­on­wi­de, re­gio­nal, lo­cal
  • In­di­vi­du­al sur­veys
  • Sur­veys about va­ried to­pics
Tar­get Groups
  • B2B
  • B2C
Ser­vices
  • Matching with black­list
  • Sam­pling pro­ce­du­res:
    • Ar­ge ADM sam­pling
    • Mo­bi­le sam­pling
    • Du­al-Frame sam­pling

Mys­te­ry Calls

Sur­vey ty­pes
  • Tests of call­cen­ters
  • Tests of hot­lines
  • Tes­ting of te­le­pho­ne con­sul­tancy
Tar­get Groups
  • B2B
Ser­vices
  • Calls con­duc­ted di­rect­ly from our CATI stu­dio in­clu­ding the trans­fer of mo­re than 1,000 dif­fe­rent call num­bers with a va­ria­ti­on of the main num­ber part

Trai­nings and mo­ni­to­ring.

Wi­t­hin every CATI sur­vey we put em­pha­sis on our in­ter­view­ers to be trai­ned and in­for­med to a wi­de ran­ge. The qua­li­ta­ti­ve as well as quan­ti­ta­ti­ve re­view of all in­ter­views is car­ri­ed on re­gar­ding cri­te­ri­as which in­clu­de:

  • Con­fi­dent and re­li­able ap­pearan­ce
  • Friend­li­ness and fle­xi­bi­li­ty
  • Pro­per en­t­e­ring of an­s­wers
  • Rhe­to­ri­cal and re­a­so­ning trai­ning
  • No sug­ges­ting
  • Du­ra­ti­on of in­ter­views, amount of used num­bers and in­ter­views, ra­te of re­turn

De­tail­ed feed­backs and a chro­no­lo­gic do­cu­men­ta­ti­on of our per­for­mance al­low us to de­ve­lop and ad­van­ce ser­vices ba­sed on in­di­vi­du­al sur­veys and make use of the­se for a wi­der ran­ge of sur­veys.

Soft­ware and tech­no­lo­gy.

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.

  • 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
  • Ac­cu­ra­te da­ta sto­rage
  • In­clu­ding of au­dio files (*.wav- / *.mp3-for­mat)
  • Re­cord­ing of in­ter­views (*.wav-for­mat)
  • Com­ple­te in­ter­nal mo­ni­to­ring (watch & lis­ten)

Pro­ject ma­nage­ment.

Pro­ces­ses du­ring a CATI pro­ject

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.

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:

  • Field con­trol in our stu­di­os by spe­ci­fic soft­ware
  • Per­for­mance check un­der­ta­ken by pro­ject-ma­na­gers as well as sur­vey-ma­na­gers
  • 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.

Fur­ther in­for­ma­ti­on:

Tar­get Groups

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).

Ra­te of re­turn

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%.

Va­li­da­ti­on

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.

Your con­ta­ct per­son:

So­fi­na Hell
+49 (0) 228 38 200-215
hell@omniquest.de

About us

Re­li­able sur­veys on mar­ket, pro­duct and cus­to­mer sa­tis­fac­tion brea­the from an ac­cu­ra­te in­ves­ti­ga­ti­on.
We do have the ac­cu­ra­te tool for all your needs.

Om­ni­Quest Ge­sell­schaft für Be­fra­gungs­pro­jek­te mbH

Ge­schäfts­adres­sen:
Ken­ne­dy­brü­cke 4 | 53225 Bonn
Ho­hen­stau­fen­ring 66-70 | 50674 Köln

Te­le­fon: +49 (0) 228 38 200-0
kontakt@omniquest.de