Customer Success: How the Hosted CfMC Predictive Dialer Gave “Birth” to Key Research Solutions

Online Dialer Services Accelerate Technology Adoption

 

Ed Ledek

Ed Ledek, Key Research Solutions

Summary

Key Research Solutions uses CfMC’s hosted predictive dialer, which enabled the company’s owner to launch a new business without having to make a major capital investment. This technology and delivery model, along with CfMC’s hosted CATI solutions powered by the Survent™ survey management platform, has given Key Research Solutions the flexibility to scale when needed and the operational control required to meet their clients’ quota demands.

“I wouldn’t have a business without the capabilities that CfMC offers.” – Ed Ledek, owner, Key Research Solutions

How the Hosted CfMC Predictive Dialer Gave “Birth” to Key Research Solutions

In 2011 Ed Ledek launched Key Research Solutions, a business that provides research services to companies of all sizes. The company uses phone, web, integrated voice response (IVR), and other data collection tools and provides these services for domestic and international projects.

Ledek chose the hosted CfMC solution because it offered a platform to support phone interviewing and the flexibility to scale without having to invest in capital equipment. “I think of this technology and the hosted services as the full-meal-deal for telephone research. These resources are not only cost-effective but they also help me to meet quota requirements quickly and efficiently.”

Intuitive Management Tool, Scalability, and Great Support

His employees were trained by CfMC in how to use CfMC Navigator interface to the Survent survey management platform and are now programming their own surveys in-house. The team includes people who do multiple jobs such as interviewing, quality control, HR functions, and other tasks. They were also able to easily learn how to do web survey programming to support online or multi-modal survey deployment.

“The hosted CfMC Predictive Dialer gave my business the ability to scale depending on business requirements — whether we needed 50 phones or 200,” he said. The hosting contract allows Ledek to scale up immediately, which is very important in a call center environment. It allows his company to be nimble and save money. “Right now I have computers, chairs, and desks in storage waiting for me to open my next shop. And I don’t have to worry about my platform because it’s already set up with CfMC technology.”

Key Benefits

  • Interviewing capabilities out of the box
  • Flexibility to scale cost effectively
  • Seamless integration of CfMC technology to help the company meet quota requirements quickly and efficiently
  • Intuitive CfMC Navigator interface
  • Helps to prevent having to make unnecessary live calls and doing unnecessary live screening
  • The platform includes built-in robust reporting tools to track sample performance and agent performance, both on the macroscopic and microscopic levels

Read More about Key Research and CfMC (pdf)

About Key Research Solutions

Key Research Solutions supports the marketing research, public affairs, and public opinion research communities. Headquartered in Provo, Utah, the company offers a full range of research solutions for domestic and international programs and projects and has 150 stations and two locations. For more information, visit keyresearchsolutions.com.

A: USERS, USERS, USERS

Q: Why Join Us in Vegas?

Brian Carson, MAXimum Research

We interviewed Brian Carson, Director, IT/DP at MAXimum Research, to get more details on what you’ll learn from the user panel discussions at the CfMC conference in April. Brian has attended the conference each year since 2001.

“I keep coming back because I learn about the products and trends in market research to help improve my operations. I get to put some faces with the names of people who have helped me with various projects. It also gives me a chance to build relationships and increase my company’s visibility.”

Brian, who manages programmers, servers, and close to 200 workstations for MAXimum Research, also mentioned that the conference was a very affordable way to learn programming tips.

“Each year I bring back some ideas and share them with project directors and other members of my team to help us become much more productive.”

USER PANELS– Mobile, Cell Phone Handling, Compliance, and More

He discussed some of the sessions that are being led by CfMC Users. One user session will explore surveys and the impact of mobile devices. You’ll hear users share how to overcome some of the challenges related to mobile surveys. For example, it will address technical issues that can help deal with taking a survey on a small screen while keeping the respondent engaged.

Brian is also fielding a user panel that will discuss some laws related to compliance such as “Do not call” management processes.

“I’ve implemented an internal company ‘Do Not Call List’ and will discuss procedures for scripting to ensure compliance.

Other users in the panel will discuss Opt In & Opt Out processes for emails and address how they meet compliance requirements for cell phone handling.”

SPEED LEARNING

Back by popular demand… 5 minutes of pithy wisdom from the best in the business – YOUR PEERS.

“CfMC is offering so many valuable sessions. I look forward to seeing you there,” Brian said.

For more information, visit 2014 CfMC Users Conference.

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Join us in Las Vegas: Top 10 Reasons to Attend the Users Conference

Reminder: Make hotel reservations by March 22 to secure your discount at Bally’s in Las Vegas (subject to availability).
Book your room now

Reason to Go Session
1
Maximize uptime and system performance with practical advice on system monitoring, maintenance, notification and self-correction. Survent Lifecycle Management
2
Manage online surveys better with tips on handling mobile and device-specific challenges. Understand question design implications and programmatic techniques. OnLine, OnDevice Surveys
3
prcLearn from users who share their experience with mobile surveys and discuss design philosophy and lessons learned. Users Panel — Engagement on Mobile Devices.
4
prcLearn best practices in setting up advanced programs along with management techniques to make complex studies easier. Advanced Programming Hints and Tips
5
Learn best practices for quota management to deliver quality outcomes in record time. Sample and Quota Management for Optimized Operations
6
Hear practical advice on automating open-end coding, data management, reporting, time management, and more. Speed Learning Time Savers
7
prcLearn more about inbound and outbound call blending Inbound and Outbound Call Blending Lab
8
prcHear from an expert on market research legal issues. Holding Back the Legal/Regulatory Deluge, TCPA, and Other Compliance Concerns by Howard Fienberg, MRA Director of Government Affairs
9
Get up-to-date on other best practices, trends, and innovations for quantitative research All Sessions
10
It’s in Las Vegas.

For more information, visit 2014 CfMC Users Conference

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User Conference Sessions Approved for Professional Researcher Certification (PRC) Credits

Did you know that you can receive PRC credit when you attend the CfMC Users Conference? That’s right. Four sessions have been approved by the PRC Department, giving you four more reasons to attend.

Note that to renew your PRC you must acquire a total of 20 industry-related education hours, two must be in legal, prior to your re-certification date. This is a great opportunity to get one of those required legal hours.

Visit the PRC certification page for the Marketing Research Association for more information on this program.

PRC approved sessions include:

  • Program/Session: Holding Back the Legal/Regulatory Deluge, TCPA and Other Compliance Concerns
    PRC Category: Legal 
    Research Contact Hours: 1
  • Program/Session: Workshop: Blending Inbound and Outbound Calls
    PRC Category:  Research
    Research Contact Hours: 2
  • Program/Session: HINTS & TIPS: Sample Management
    PRC Category:  Research
    Research Contact Hours:3
  • Program/Session: HINTS & TIPS: Advanced Programming
    PRC Category:  Research
    Research Contact Hours: 2

We hope you will join us for the User Conference in Las Vegas on April 24 & 25. Visit the links below to learn more about the other exciting new sessions and training opportunities available.

Register to attend   | Conference Agenda  | Hotel Reservations  | Sponsor the Conference


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Sign Up Now | Early-Bird Registration Ends Friday 28Feb2014

Be sure to visit this blog frequently for updates on the conference. We’ve recently added some new sessions and training that you won’t want to miss! If you are planning to attend, we encourage you to register by February 28, 2014, so that you can take advantage of Early-Bird discounts.

Individuals who sign up by February 28 receive the discounted rate of $299. The single price increases to $350 after that date. We also offer special rates for team registrations:

  • Two people: $250/person ($299 after Feb. 28)
  • Three or more: $225/person ($250 after Feb. 28)

Visit the links below to learn more about the exciting new sessions and training opportunities available.

Register to attend   | Conference Agenda  | Hotel Reservations  | Sponsor the Conference

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Download the 2014 Sponsorship prospectus (pdf)

Does Legal Compliance Matter?

Holding Back the Legal/Regulatory Deluge: MRA Dir. of Gov Affairs to Speak at CfMC Users Conference

Here’s another great reason to attend the CfMC Users Conference in April. Howard Fienberg, the Director of Government Affairs for the Marketing Research Association (MRA), will discuss many of the top legal issues that impact public opinion and marketing research companies.

Feinberg

Howard Fienberg, Director of Government Affairs for MRA

Bone up before you have to call your lawyer!

Fienberg’s presentation, Holding Back the Legal/Regulatory Deluge: TCPA and Other Compliance Concerns, gives you the opportunity to learn important information to keep you out of trouble! Fienberg will cover legal compliance for telephone-specific research, especially the federal TCPA restrictions on auto dialers, as well as an overview of other top legal concerns. Then, he’ll provide a look ahead to what’s coming up fast on the legislative and regulatory horizon. There will be lots of room for Q&A.

The MRA is the leading and largest association of the survey, opinion and marketing research profession.  Fienberg has served as MRA’s lobbyist for the research profession for more than 7 years, focused primarily on issues of consumer privacy, data security, and the Census.

More about Howard Fienberg : LinkedIN profile  | Follow Mr. Fienberg’s Twitter feedMRA_mber_wrds_SML

 

More about the Users Conference

The conference is only about two months away on April 24 & 25. Take advantage of the early registration discount and sign up now. Visit the links below to learn more.

Early Registration Ends February 28!

Register to attend   | Conference Agenda  | Hotel Reservations  | Sponsor the Conference

In addition to Fienberg’s presentation, we’re pleased to add a variety of other sessions and training opportunities to the agenda. Some of these include:

  • Hands-On Lab: Inbound & Outbound Call Blending to handle Mobile Call Backs
  • Best Practices: Sample Management and Operating in a 24×7 world
  • Advanced Programming
  • And lots of User panels!

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Single Registrations : $350

Team Registrations:

  • Two or more: $299/person
  • Three or more: $250/person

Prior Conference Newsletters and Articles

What do attendees think about the CfMC Users Conference? Here are a few highlights and newsletters from past conferences:

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Ten Ways to Tell It’s Time to Contact Client Services for Help

Sometimes it’s a balancing act trying to manage everything that has to be done so that your survey operations can run smoothly. All too often there are tight deadlines for getting the early insights that your customers demand.  Or, there might be a complex survey project that your team doesn’t have the time, desire, or expertise to handle. And sometimes you just need help to fill in gaps when people are on vacation.

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Client Services

We’ve put together a list of questions to help you decide when to bring in Client Services.

Here are the top ten ways to it’s time to contact CfMC Client Services for help.

  1. Do you have a demanding project that requires expertise beyond the skills of your staff?
  2. Want expert guidance in sample management to increase completed survey responses from the right demographics?
  3. Is your company growing but cannot yet afford to add headcount?
  4. Do you need to track public opinion over time?
  5. Are you looking to create a conjoint study and don’t know how to get started?
  6. Did your long-term client request Interactive Voice Response (IVR) and you don’t have the capability in-house to field an IVR study?
  7. Are you interested in conducting a survey seamlessly from one mode to another, such as from online to phone?
  8. Do your surveys need to be optimized for mobile devices?
  9. Do you need to outsource your survey platform hosting?
  10. Do you need someone to process your survey data — even if the data was collected with a third-party software provider?

If you answered “Yes” to any of these questions then it’s time to think about contacting our experienced Client Services team. To learn the answers to these and other related questions, visit the Services page, or download the Client Services FAQ White Paper (pdf). To contact Client Services directly, send us an e-mail about your needs.

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Love Letter to Survey Management Software

Without you, I couldn’t get a pulse on what people think.heart_trans
The phones would be hung up as fast as you can blink.

My research insights could become erratic and weak.
And it would be difficult to get the right respondent to speak.

How could I ever meet a quota of 100 men — each with 3 dogs.
Who live in Wisconsin and each own 10 hogs?

Or women in San Diego who just purchased a certain brand TV.
And all have red hair, live in a condo, and sail the open sea?

How could I possibly get full sample control?
Without you, the work would be difficult and droll.

You make it possible to do CATI interviews from any location.
And quickly get the demographics I need from across the nation.

When you work with a predicable dialer, it makes my job so much better.
No wonder I feel compelled to write you this letter.

I think of integration with IVR, oh – that’s so sweet.
Combined with call blending – my life is complete.

And the way you relate to multi-mode is very nice,
I can jump from the web, to the phone, and to any device.

I’m more productive and save money thanks to you.
So, Happy Valentine’s Day,  for all that you do.

Visit our products page to learn what’s to love about Survent.

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Register Now to Attend the 2014 Users Conference April 24-25

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April 24-25, 2014, Las Vegas, Nevada

When Quota Matters

The 2014 CfMC Users Conference at Bally’s Hotel in Las Vegas is just a few months away.

Take advantage of the early registration discount by signing up now for event, which will be held April 24 and 25.

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Conference Links

Register to attend   |  Conference Agenda  | Hotel Reservations  | Sponsor the Conference

Here is a preview of just a few of the topics that will be covered at this year’s Conference.  Please stay tuned to our event site for the most up to date information.

Training

This year’s conference includes a full day of training sessions, occurring in the first half day on Thursday and continuing after lunch on Friday.  Training topics include:

  • Thursday Morning : Sample and Quota Management for Optimized Operations, including Cell Phone Management
  • Friday Afternoon : Advanced Programming: Multi-Mode, Mobile, IVR, Multi-Language, and Interactive Interface Techniques

Conference Sessions 

Here are just a few of the topics to be addressed in this year’s Users Conference sessions.

Some of the topics include:

  • Call Blending for the Future
  • User Case Study: How a Hosted Predictive Dialer Reduced Costs and Helped a Research Company to Scale
  • Strategies to Improve the Effectiveness of Multi-Language Surveys
  • How Services Can Help You Maximize Your Investment in CfMC Software Products
  • When Quota Matters
  • And much more!!!!!

We’ll keep you updated as new sessions are added. If you have an idea for a topic or would like to participate as a session speaker, please participate in our Users Conference Survey.

The conference theme, “When Quota Matters,” covers a broad range of related topics. If you’re interested in being a speaker, send us your suggestions by participating in our Users Conference Survey.

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Users’ Conference Registration Rates

Single Registrations

  • Registration rate: $299 ($350 if after February 28, 2014)
  • Cancellation Policy: No cancellations/refunds after March 25, 2014
  • All meals, including the President’s reception Thursday night, are included.

Team Registrations

  • Two or more: $250/person ($299 after Feb. 28)
  • Three or more: $225/person ($250 after Feb. 28)

Sponsorship

We offer a variety of sponsorship opportunities to increase your company’s visibility with other users of CfMC technology. For more detail and to secure your sponsorship, visit our Sponsorship Benefits page.

  • Bronze: $500 - Includes 1 conference attendee registration
  • Silver: $750 – Includes 1 conference attendee registration, breakfast or lunch co-sponsor
  • Gold: $950 – Includes 1 conference attendee registration, Breakfast sponsorship and more, access to a suite for meetings
  • Platinum: $1,500 – Includes 2 conference registrations, President’s Reception co-sponsorship and access to a Suite for meetings, prominence on all marketing materials

Location and Hotel

Bally’s Resort is offering rooms at $69 plus taxes and other fees. This room rate will be available (while supplies last) for the three days preceding and following the conference.

Book your room now

See you in Las Vegas!

Real Time Sample Management White Paper Available

Available for request: CfMC’s Real Time Sample Management White Paper

CfMC_2013 - QuotasmDanny Wong, the chief technology officer for CfMC, presented this information at the PAPOR conference in December 2013, under the topic “Optimizing for Outcomes:Real-time Sample Management Delivers Early Insights…Daily”.

Mr. Wong’s presentation and resulting white paper describes techniques for managing a consistent distribution of respondents every day for the express purpose of delivering daily actionable information, up until the end of a study.

Key Concept:  When survey data collection operations are carefully managed, the data collected daily in a study can provide the early insights that policy makers need to enable fast-paced, forward progress.  Real-time sample management techniques deliver representative respondents every day, not just at study end.

Key applications:

  • Politics – Demographic-based polling for campaign strategy decisions.
  • Public policy – Addressed-based research for regional policy making.

To request this document, please submit the form below.

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