TeleSight is a customer satisfaction research company which specializes in computer assisted telephone interviewing (CATI). We provide customer feedback systems that bridge high touch interviewing with high tech support. Our philosophy emphasizes the need to accumulate actionable data for our customers that allows them to get better...not just get better scores.

In addition, we believe that the survey process must be a positive experience for our clients' customers. In essence, our survey is an extension of the services previously provided and we believe it should enhance the relationship. It reflects a timely, proactive concern for the customer s experience with our clients.

Our commitment to quality is based upon an integration of services: survey design, statistical sampling, file transfer, data collection, reporting and analysis. We provide all services from one location to ensure the highest level of quality assurance. For a positive customer experience to occur, the interview must be conducted with the highest degree of professionalism and proficiency. A description of TeleSight's stringent quality assurance measures and compensation programs is included here.

TeleSight, Inc. manages all survey work on a team basis with a senior level manager and two call center managers assigned to each survey. In addition, one or two top performing interviewers serve as team leaders on each survey depending on their size.

The team approach assures clients that there will be an individual available to them to respond to their requests in a timely, thorough manner. These individuals are responsible for understanding the survey scripting, the reporting requirements and technology platforms for each survey.

In addition, a full-time scheduling manager is responsible for staffing to achieve specific survey goals and to help streamline new projects into the system. An IS team is responsible for the programming and automation of reports, file transfers and downloading processes. The project team on each survey meets routinely to measure progress, review processes, and cover issues that have been raised by clients or interviewers regarding the survey. These meetings may result in issuing a clarification to interviewers, providing responses to specific client inquiries and giving our clients feedback about survey issues.

In order to ensure that our clients get the maximum benefit from conducting a survey with their customers, as well as the best possible quality of responses, our interviewers are continually trained and monitored on their survey process mastery. The quality of our interviewing methods are vigilantly measured through an incentive program called the

Interviewer Service Index (ISI)

As part of our ISI program, the quality assurance team grades each interviewer based on aminimum of 4 listen-in sessions every 2 weeks. This scoring procedure is based on over 50 attributes, which include 11 factors related to the interviewer s ability to capture clear and actionable verbatims. Supervisors are also charged with the responsibility of assessing the interviewer's abilities through walk-by evaluations, listen-in sessions, weekly status meetings with each interviewer, and regular observation. Twice monthly, coincident with pay cycles, all interviewers ISI scores are tabulated and posted. Those in the top 15% of the interviewer work force are eligible for a bonus for the hours worked during the preceding two weeks. All interviewers meet with their supervisors formally at the time of ISI posting in order to be coached on areas needing improvement or praised for their excellent performance.

Monitoring of the Interview Process

Interviewers are monitored at their workstations by their supervisors and by unseen monitors with silent listening capability. All monitors have the ability to both listen and see the CATI screen of the individual being monitored. In addition, there are employees who are tasked with being on the call center floor to observe interviewers as they work.  Interviewers are tape recorded routinely for coaching purposes. All customers are informed that their survey may be recorded for quality purposes.

Supervisors also have the responsibility to review the customer verbatims generated by our interviewers who probe for additional information on any negative answer provided by the customer (a standard feature of our survey process). Interviewers capture positive comments as well, but do not probe for these. These verbatims are reviewed for essential grammar, spelling, thoroughness and whether they are actionable. Supervisor comments about the verbatims are a required part of the bi-weekly coaching sessions.

The full circle of monitoring is completed with post-transaction quality analysis. This sampling allows us to measure key quality factors of the interview process via inquiries to people we have already called.

TeleSight also provides our clients with listen-in sessions of live interviews.

Approximately 10% of our interviewers are either native Hispanic-speaking or Spanish majors. They are able to conduct surveys fluently with Spanish-speaking respondents. We use several different systems based on the specifications and programming approved by our clients to connect our Hispanic-speaking interviewers with customers who prefer to (or must) conduct their surveys in Spanish.

In some cases, we are able to isolate predominantly Spanish areas and assign them exclusively to Hispanic-speaking interviewers. In other cases, we use a re-queuing process that allows a non-Spanish speaking interviewer who encounters a language barrier to place that customer record into a Spanish only call list.

TeleSight also partners with specialized foreign language call centers to supply worldwide data collection in virtually every common language. Most such interviewing is done by native speakers.

TeleSight consults with Northwestern University statisticians on the subject of sample design and sample size. We chose to use a third party for this important function in order to 1) get world-class advice for our clients, 2) avoid the potential flaw of having business exigencies drive information integrity, and 3) to relieve the burden to our clients of high costs resulting from the full-time salaries of top statisticians.

Often, as our customers begin to truly use the insights that surveys provide, they ask that more surveys be conducted in order to get more direct, actionable customer feedback from the verbatim reports generated during surveying. This supplemental surveying above the statistical model might involve closer observation of poorly performing areas or startup operations.

Having a correctly drawn sample is useless without properly executing it. A rigorous execution of sampling plans is ensured by taking the process out of the hands of humans and making it part of a computerized survey process. All of our automated surveys have programming capability for elaborate quota control mechanisms and machine-generated randomness where that is a requirement.

For all of our clients, TeleSight provides pro-active support to improve survey research. This participation can take the form of survey design recommendations, special analysis of data, or insight into improved delivery and presentation of information. We consider these services to be a routine part of the research process. TeleSight has a wealth of expertise in developing survey questionnaires. We provide recommendations and counsel to strengthen the survey in framing questions to eliminate potential customer confusion or response ambiguity and, significantly, to craft a survey which is compatible for the telephone survey methodology.

We currently utilize a wide array of methods to transfer data between TeleSight and our clients. Our systems are flexible, rather than hardwired. Whenever new or current clients have requested new pathways for information exchange, we have met with those challenges in a timely and complete manner.

We transmit data and reports via email, FTP site, Internet site and EDI transactions mapped to mainframe applications. We are equipped to provide data in whatever format clients require. Currently, we receive candidates and communicate survey results through 9 track tapes, ASCII files, specific software files (SPSS, Lotus, Excel, Access, SAS) and on-line modem file transfers.

The senior managers of TeleSight have a wide variety of business backgrounds at senior management positions that enable them to bring important business insights to the data.

TeleSight s senior level staff work as business partners with their clients gaining an understanding of the key issues and results in order to provide guidance in interpreting the survey data as well as providing counsel on using it. In addition, we have a consulting relationship with Northwestern University s Statistics Department in order to give clients access to innovative and highly analytic thinking on those problems that require it.

Web-Based Reporting

We also provide, and in most cases recommend, web-based reporting. Using the web, clients generate reports in real-time, avoiding distribution hassles.

 

 

TeleSight, Inc.

820 N. Franklin St.

Suite 200

Chicago, IL  60610

 

 

 

(800) 608-3651