SURVEY CALLS
FIRST WAY TO DO SURVEY CALLS: The phone numbers are divided up into different regions (these might be geographic regions or arbitrary based on something else). There could be just a few of these groups, but there could be hundreds. The name or number of each group of will be in a separate field in the spreadsheet (or however the phone number data is uploaded) from the phone number field that is entered in. For each region, you can set a quota based on gender and total number.
For example, assume in "district 1" there is a set quota of 10 female and 10 male respondents. Once 10 surveys from female respondents from this district are completed, the next agent who gets a call from the district would be notified to specifically ask for a male respondent if a female picks up the phone. You can set it up so that one of the first questions the agent clicks the answer to is gender, if that helps.
There could be many regions to set quotas for. The quotas might be similar across districts or very different.
As an example, you could have a survey where there are 40 regions where you want a minimum of 5 men and 5 women in each one. You have the ability to set parameters for quotas for total number of surveys for the whole thing, total for each region (which will often be different region by region), and for the number of men and women per region.
SECOND WAY TO DO SURVEY CALLS: Lets say you have X number of regions and are not worried about gender. So, you might have 10 regions where you just need 40 surveys in each one, or you might have 400 regions where just one survey from each is needed. Quotas will have follow dialogs to set quotas for a program: Quotas for program
Quotas for program dialog shows all set quotas and their details: name, count, for each and condition string. There are three buttons on the dialog to manage quotas: add, edit, delete.
Edit Quota dialog Quota details: Count – count of leads to be called For each – if you want to call leads for each category, you check this box and select the category field from lead fields Static – static condition for lead fields. For example, state is NY. If there is more than one row, it combines conditions. i.e..: state is NY and gender is male. Dynamic – dynamic conditions, they depend on the customer’s answers.
THIRD WAY TO DO SURVEY CALLS: Random digit dial. Lets say you have a set of 400 random phone numbers and you want the system to consider the sequential numbers to be what we are calling above a “region.” So, you could put in a number such as which is 7816948352 and then if there were no answer it would go to 7816948353, then 8354, etc. until you get one complete survey from that block of numbers. You can generate the list with numbers you want. When you click the generate button, you see the following dialog: You can generate to the existing lead list or create a new list. The Number template field is used to define the number prefix. You input a prefix into the field and sharp symbol for the rest of the digits. For example, if you want to generate numbers from 19130000000 to 19139999999, your template is 1913#######. The Count box is used if you want to generate only a set amount of numbers. For example, if template is 1913####### and count is 100, the numbers from 19130000000 to 19130000099 are generated.
OTHER SURVEY CALLING NOTES: The survey can be stopped once a designated number is reached. There is a Progress area in the Agent application. It shows the total count of pages. When The Agent gets into last page, a complete message is shown.
SURVEY QUESTIONS
Most of the survey questions are multiplechoice where the respondent can only choose one answer. Questions which are not strictly multiplechoice would include:
Open ended questions, such as “what do you think is the most important issue in the state?” where the agent then types in the answer.
Choose as many as apply questions (or “up to X number”), such as “I’m going to read a list of candidates for the four atlarge seats. Please tell me which candidates you think you will definitely vote for, if any.” (Note, in that case, “none” would be an answer)
Open ended option questions, where the respondent can pick an answer that is listed OR give one that the agent would then type in similar to the open ended questions.
Choose the best statement questions, where the agent can read some number of statements and the respondent would chose the answer that he/she most agrees with.
OTHER OPTIONS WITH SURVEYS
Screens. Lets say you ask a couple questions up front to assess whether you will actually conduct the interview with the person. If you ask how likely they are to vote and they answer, for example, not very likely, you can terminate the interview.
Decision Trees ( Full Branching). This is a situation where the answer to one question dictates what further question the respondent answers. For example, if the question asks “if the election were held today and the candidates were Clinton and Obama, for whom would you vote?” you might ask if they think their choice is definitely or probably IF they chose one, but ask “what if you had to decide right now – do you lean even just a little bit toward Clinton or Obama at this point?” if they initially said they are undecided. This decision tree could be one question or a whole series.
Rotating Questions. You may have a series of questions that you don’t always want in the same order. rotate these questions so they are asked in a random order.
If property is set, it means that question can be rotated with questions with the same rotating property value. It gives the possibility to have more than one rotating group in a script. You can set 1 to rotate property for first 3 questions (1, 2, 3) and 2 for next 2 questions (4,5). It means that first 3 questions can have the following orders (1, 2, 3), (1, 3, 2), ( 2, 1, 3), (2, 3, 1), (3, 2, 1), (3,1,2) and the next 2 questions can have orders (4, 5), (5,4).
Split Samples. Make a question use different wording randomly. For example, you might want 50% of the surveys to read “do you favor a tax increase to help fund public schools” and half the surveys to read “do you favor a tax increase on the wealthy to help fun public schools.” NOTE: sometimes there will be a series of question which is rotated which includes split samples. For example, there might be a list of issues where you ask people how important they feel they are but the one might be a split sample such as “lowering property taxes” OR “stopping the rise in property taxes.” You may have rotating questions and split samples asked in a random order.
There is an Alternative text option. You can set many alternative text options for one area, they will be shown randomly. For example, you could set the following alternative text options for the same area: "Hello", "Hi", "Good morning" and so on. The Greeting will be shown randomly.
PHONEBANKING
In this situation you can upload a bunch of phone numbers and the system will call the numbers randomly and repeatedly. An individual phone number may have more than one person attached to it – or the list may have each person listed as a separate record. You can show every member of a household on the screen (along with other information about them). The agent can click on WHICH household member he/she is talking to so that the data corresponds to the correct individual.
Lead drop down in agent application, agent toolbar.
If there are a few leads with the same number in the program, all records (first name and last name) are shown in the drop down list. The Agent can change the lead for the interview if desired.
There is also a place in the scripting for "additional comments" that the agent can fill out at his/her discretion.
