KGS Research offers both the expertise and technical infrastructure to fulfill your telephone research requirements. We ensure all the information that is gathered is of the highest quality. KGS Research maintains a state of the art phonebank specializing in CATI (computer assisted telephone interviewing) research. Our phonebank uses proprietary software ensuring your data is collected efficiently, on time and within budget. As client’s needs change, we can customize our software to accommodate any specific programming request. If there
is a feature we are unable to do today, give us 72 hours to make it happen. We embrace change and are willing to work with you to find ways to collect the most accurate data.
- 225+ CATI Stations
- Utilize 1:8 Field Supervisor/Interviewer Ratio
- Cubicles are Spacious Allowing Minimal Background Noise
- Research Conducted in 15+ Languages (English, Spanish, Chinese, Vietnamese, Korean, Armenian, French, Tagalog, Russian, Arabic, Portuguese etc.)
Overview of Quality Control Process
We believe in getting it right the first time and employ rigorous checks for all stages of the data-collection process. Quality Checks are routinely employed during programming, midfielding and random data generation.
Quality Assurance in field starts with training, each interviewer receives minimum 3 hours of training; including Q/A session, training with respect to probing open-ended questions, mock calls, rebuttal training, importance of not leading respondents, and background training on the topic of project. Each project is assigned two quality control members who constantly monitors interviewers throughout the project, answering any questions that may arise. Interviewers calls are monitored via remote monitoring system. Questionnaires are always read verbatim to ensure no bias.
Briefing New Projects
Go over Quality Control Notes for the project. QC Notes highlight questions in the survey that have special instructions or might otherwise present a problem to the interviewer on the phones. QC Notes also include phonetic guides for proper names and words interviewers might not be familiar with.
Complete Test Link. Before an interviewer goes on the phones, they will familiarize themselves with the project by going through the survey’s test link with a member of our Quality Control Team, to ensure they are familiar with the format of the questionnaire.
Read Through Phonetic Guide. Before an interviewer leaves the briefing room, they must be able to correctly pronounce every word on the Phonetic guide of the QC Notes.
Quality Control Oversight
Live Monitor. We listen in to 15% of interviewers when they are conducting live interviews.
Scorecard. We generate a 100-point scorecard for every interviewer we listen to that identifies areas the interviewer excels in, as well as areas that need improvement.
Provide Feedback. Interviewers are provided this scorecard feedback so that they know what they are doing well, and what they need to work on.
Follow-up Scorecard. After the feedback has been given, we make sure to live monitor that agent again, to ensure that the proper steps are being taken by the interviewer to improve their performance and adhere to Quality Control standards.
- Phone Surveys
- KGS Research
- Key Highlights
- Overview of Quality Control Process
- Briefing New Projects
- Go over Quality Control Notes for the project.
- Complete Test Link.
- Read Through Phonetic Guide.
- Quality Control Oversight
- Live Monitor.
- Provide Feedback.
- Follow-up Scorecard.