Interviewing Supervision and Monitoring

Finding and hiring a premier interviewing staff is a monumental task in itself; evaluating their work and keeping them challenged, motivated and happy is doubly difficult and just as important, if not more.  Opinion Search provides on-site professional supervision on a continual basis.  OSI uses a “two-team” structure:  (1) a team of supervisors who manage the project logistics, training, quotas and day-to-day issues and (2) a quality control team composed of dedicated monitors who work with the Field Manager to evaluate the interviewers and ensure high quality, accurate data collection.

Interviewers are centrally monitored by a trained team, thereby ensuring consistency and accuracy in all work conducted at Opinion Search Inc. The dedicated monitoring staff continually evaluate the quality of interviewing conducted for all projects.  As a part of our standard quality control evaluation, the following measures are undertaken on a continual daily basis:

  • Audio monitoring of all calls (introductions, booking of call-backs, completed interviews/recruits, refusals, terminations, etc.);
  • When conducting interviewing/recruit using the CATI system, simultaneous visual monitoring of the interviewers’ work by viewing the CATI screen and responses entered while conducting the audio monitoring of all calls;
  • Regular evaluation of open-ended responses;
  • Feedback cycle with interviewers to evaluate their work and to acquire feedback on the survey process.

Keeping experienced interviewers is critical to our field success – we recognize the importance of holding on to skilled, veteran interviewers.  OSI has also implemented an incentive program for the interviewers that rewards and motivates our team.  The system is simple yet effective.  We have an official review and evaluation program – OSRP “Opinion Search Reward Program” – that works based on reward points. Interviewers earn points by meeting set targets.

The base pay is on an hourly basis, however staff can accrue bonuses based on tenure.  A series of ranges are set for hours of services and each time an interviewer meets the threshold of the next range, they receive a bonus.  As well, additional bonuses and range are linked to both tenure and quality production. 

The bonus system works with our point system where productivity, quality, reliability and staff referrals accrue points on the OSRP.  When sufficient points have been earned, the interviewer can cash their points in for a cash reward card.  With this mixed system, every interviewer who makes the effort is rewarded.