Call Center Staff
Quality telephone interviewing is the essential ingredient in the data collection process. With a professional, 2-tier field supervisory team, dedicated HR staff, 2-step interviewing process, on going training procedures and strict monitoring protocol, OSI is at the forefront of consistent, high quality, accurate data collection.
Our Vice President, Field Services oversees our National Field Director and a Call Center Field Manager in each call center, who run our telephone data collection operations. Each office has a team of supervisors and monitors and full time Human Resource staff who screen, hire and train all interviewing staff, conduct on-going monitoring programs, provide mandatory skills upgrade training, and administer our performance recognition rewards program: OSRP (Opinion Search Reward Program).
Interviewers are recruited from local universities and colleges. The human resources team identifies and processes candidates through a rigorous screening process. Interviewers are trained on the fundamentals of marketing research, telephone interviewing etiquette and CATI by experienced field personnel. Continuous feedback by supervisors and centrally monitored quality control staff ensure consistency and accuracy in the data collected at OSI. A minimum of 15% to 20% of all responses and interviews are monitored; exceeding the 10% minimum suggested by the Marketing Research Intelligence Association (MRIA). You are invited to monitor calls in our comfortable facilities, without alerting respondents or interviewers, or participate via remote monitoring from anywhere in the world using our dial-in system.
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