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