Cross-Tab offers outbound CATI interviewing from India to English, French, German, Russian, and Spanish speaking markets. Cross-Tab has wet-leased 60 seats with a well-known India based call center experienced with market research. This strategic call center provides the infrastructure and call associates while Cross-Tab manages the project and the training of the associates. Extensive training of the associates is carried out for language proficiency, understanding of the questionnaire, background on the study, and etiquettes.
All interviewers and team leaders are fully trained to the market research industry's IQCS standards and adhere to the standards set by MRQSA and the MRS code of conduct. During training, the interviewers are further briefed on various topics including the importance of accurate and ethical interviewing, special care to be taken when interviewing children, OAPs, quality control procedures, interviewer courtesy/manner, cultural preferences, types of questions (including prompting and probing), etc.
The data collection aspect through CATI is closely monitored for both voice and data quality by separate teams specialized for the same. Ten percent of all completed interviews are monitored in real time via remote listening-in and on-screen verification. In addition, all interviewers are monitored at least once in every three shifts. Recordings are provided to the client on request.
In respect of voice quality parameters, the call is checked for aspects such as correct greeting, introduction, survey incentives, accuracy of the questions asked, answers captured, probing, voice clarity, modulation, pitch and pace, etc. In data quality parameters, the details of the data-verification of pattern, branching, output format, accuracy of data, cleaning of the data as per the specifications, etc.-are thoroughly checked.
