PHONE BANK

 
CRC Opinion maintains a small, in-house phone bank capable of performing small to medium projects with an impressive level of accuracy.  We dedicate ourselves to producing personalized solutions in a timely manner. 

CRC handles boutique projects up to 2,000 responses in house.  If your project is large, we also affiliate with a number of other phone banks, giving us access to up to 2,000 callers at a time.

Surveyors

CRC Opinion maintains a highly trained, bilingual staff of friendly and efficient surveyors.

Each project is unique and we pride ourselves on creating personalized solutions to your information needs.  CRC coordinates surveyor selection, training and oversight throughout the project’s duration to ensure the right surveyors are selected for each survey.  Prior to each survey, every surveyor is required to receive specialized training on your company and clients.  This includes any pertinent project-specific information, including the objectives of the survey and a review of the survey instrument.  Surveyors’ performance and technique is reviewed on a continuous basis, with particular attention paid to phone etiquette and survey bias.  We also poll our surveyors at the end of each project to get a qualitative feel for your customers and identify any salient marketing intelligence or product service issues.

Phone System

CRC Opinion combines a state-of-the-art phone system with a personalized approach.

We have an 8-person in-house CATI phone system that uses an automated telephone dialing system to optimize interviewer efficiency.  Surveyors can preview every call, hear the progress of the call, and are available when the customer answers the phone.  The system detects busy, no answers and disconnected numbers.  When any of these is detected the call is dropped so the surveyor can focus on talking to live answers exclusively.  The system is also time zone sensitive.

Databases

CRC Opinion handles your database with the utmost care and confidentiality.

CRC can use databases provided in any format or we can purchase a database customized to your research needs.  The phone database being used will be customized to meet any specific criteria and can easily be accessed at any point to make changes.  Calls are made with a dialing method that allows CRC to create a calling query (based on any available fields, such as geographics, demographics, etc.).  The dialer will call according to the specific results of the query.  Every call is tracked and categorized based on duration, surveyor and call disposition (furnished by the system).

Calling Etiquette

Your customers and clients are of the utmost importance to CRC Opinion.

CRC maintains strict guidelines regarding calling times.  The dialing system utilized stratifies data by time zone to ensure that no one is contacted after 9:00pm. Call logs are reviewed on a daily basis to ensure compliance.

Survey Monitoring

CRC Opinion is dedicated to high quality, unbiased responses.

CRC ensures quality control through daily monitoring of the survey process.  This includes checking and logging all surveys, sight editing of each survey for completion or problems, coaching surveyors to review any potential issues or problems and continually updating surveyors on survey procedures and processes.