 Call Center Operations
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Grand Rapids | Cost Rica | Quality Assurance
GRAND RAPIDS
Background
- Opened in March 2003
- Average Field Staff Tenure
- Management – 12 years
- Supervisors – 7 years
- Quality Assurance – 4.5 years
- Interviewers – 1.5 years
Capacity
- 200 CATI station capacity
- 400 highly-trained Research Specialists
- 800# set up for projects requiring inbound capability
- Daytime and Evening Interviewing conducted 7 days a week
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Call Center Hours
- Daytime - 6:00 AM to 2:00 PM PST Monday-Friday
- Evening - 2:00 PM to 9:00 PM PST Monday-Thursday
- 2:00 PM to 8:00 PM PST Friday
- 8:00 AM to 5:30 PM PST Saturday
- 9:00 AM to 5:30 PM PST Sunday
Expertise
- C-Level Executive & B2B Interviewing
- Consumer Research
- Hispanic Research
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COSTA RICA
Background
- Opened in August 2005
- Average Field Staff Tenure
- Management – 10 years
- Supervisors – 2.5 years
- Quality Assurance – 2.5 years
- Interviewers – 1.25 years
Capacity
- 120 CATI station capacity
- 130 highly-trained Spanish Bilingual interviewers
- 800# set up for projects requiring inbound capability
- Evening Interviewing currently conducted 7 days a week
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Call Center Hours
- Evening - 2:00 PM to 9:00 PM PST Monday-Thursday
- 2:00 PM to 9:00 PM PST Friday
- 9:00 AM to 5:30 PM PST Saturday
- 9:00 AM to 5:30 PM PST Sunday
Expertise
- Hispanic Consumer Research
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Quality Assurance
Directions In Research acknowledges the importance of quality assurance and prides itself on the measures and procedures that are in place to ensure the collection of accurate and quality data.
- Concurrent audio / visual CRT monitoring
- QA staff predominantly monitors during each shift. They are responsible for ensuring that the interviewers are performing within the project standards.
- DIR has the ability to provide live monitoring with short notice. Clients can monitor simultaneously, in addition to the DIR Project Manager
- DIR does have the ability to audibly record interviews and provide them in electronic file format (WAVE files).
- DIR prides itself on its high standards of quality assurance for data collection, including monitoring, validation and on-line editing.
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