CFMC Customer Success
Halloween is approaching. It’s a time to buy candy, watch a scary movie, and get dressed up as your favorite action hero. But while you’re thinking about sorting through your kids’ candy to pull out some of your favorite treats, have you ever considered what could be happening in your survey call center that could give you nightmares? Here are six scenarios that might make you shiver with fear. But don’t worry. We’ll tell you how to solve them.
- The Frightful Natural Disaster
It’s a dark and scary night when phone lines are down, especially when a hurricane hits. During disasters, each time your dialer makes a call trying to reach a survey participant, it could get a fast busy signal. You don’t want the dialer to keep calling and having it put an unnecessary load on the emergency system, especially since the calls won’t even go through. Oh, the horror! There’s nothing to fear, though, as long as your sample management platform has the ability to automatically tell the system to temporarily stop dialing numbers in the affected areas and it should also be smart enough to “flip the switch” when the numbers can be called again.
- End of Study Nightmare
It’s near the end of a study and just a few quota groups are left out of the hundreds that were there at the beginning. You don’t want to waste time and money dialing numbers in quota groups that have already been filled. Your sample management platform should know exactly which numbers to dial so your interviewers don’t waste time calling unneeded sample — a frightfully expensive scenario. This problem can be solved by matching the quota groups that are left to only the number of interviewers needed to handle these calls.
- Night of the Slow-Walking Web
The deadline is mounting and you haven’t reached your desired demographic with your online study. You still need to reach an older population. The clock is ticking. It’s time to be more flexible, go multi-mode, and bring in the real super hero [secret weapon?]…Phone. Your software should be able to combine online and on-phone research and if this solution is integrated with IVR – so much the better!
- Trick or Treat? The Saga of Unanswered Returned Calls.
Too many inbound calls are hitting your call center. The calls are not getting answered fast enough and respondents are becoming frustrated and hanging up. You’ve worked diligently reach the right demographics, and those people calling back from cell phones represent a precious opportunity to complete the study early. Although it’s not really a trick, you can make sure you don’t miss those calls by integrating inbound/outbound call blending into your operations. They’ll be answered and routed to next appropriate available interviewer immediately, too. That’s the treat – capturing those valuable calls from cell phone dialers and getting much closer to quota completion.
- Data Disappears Into the Night
It’s late. It’s cold. The trick-or-treaters have gone home. You’re headed back to your desk to catch up on some work, only to discover all the data collected over the last three days has disappeared leaving only a ghostly apparition behind. Your survey management platform should have the ability to quickly recover the lost data so you can still meet your client’s deadline before the sun comes up.
- Tackling the Monster Project
You’ve seen the big monster projects. They are the types of projects that your staff just doesn’t have the time, resources, or skillset to tackle. It could include surveys with too many processes and rules around how the sample and the data must flow. To compound the challenge, your client may feed you sample records daily. You need to manage this data and perform various import routines with the data and contact information for those respondents. Or, maybe you have to develop a conjoint study and need help getting started. There’s nothing to fear. It’s time to call in services to do the programming, design work, and more. They will help you tame the monster.
Being prepared on Halloween can mean many things to people. For researchers, it can involve avoiding these six nightmare scenarios. Your solutions should be able to meet your market research and opinion polling needs — no matter how complex. Your operations should be highly flexible so you can respond to whatever trick or treat comes your way. And when you need assistance, Client Services can help you take control of any monster project or other daunting scenario that you encounter.
We can help you avoid these six nightmares and other research challenges that could keep you awake at night. For more information, visit www.cfmc.com and learn about the Survent® platform, Survox™ Dialer, and CFMC Client Services.