Processing Calls 

Processing Calls 

Please Understand:

• It can be difficult to reach respondents, and in order to keep production high, it is vital that you do your part to work in a consistent manner

  • Even small amounts of idle time add up significantly over the course of a shift

• Excessive time spent idle may result in disciplinary action

Productive Dialing Tips 

• We ask everyone to work consistently and be productive

  • Transition swiftly from your briefing campaign into your dialing campaign

  • Start your campaign  right away by either clicking "Dial Next Number" or "Resume"

  • Listen actively to your calls 

  • Stay focused on your screen

  • While dialing: 

    • Interviewers are not to be visiting non-work related websites

    • Interviewers are not permitted to use cell phones or other devices 

    • Interviewers should not be conversing with others in the room 

    • Interviewers should not be leaving their work station without notifying their supervisor

  • Acknowledge all calls

    • Respond swiftly to the connection, do not let people question if someone is on the line

      • Remember that the landline calls connect behind the scenes

        • When the line connects your respondent has already said hello and are waiting for your response

  • Identify, end, and disposition "Answering Machine" as soon as you are aware you have reached a voicemail 

    •  Do not listen until the beep- we want to avoid leaving an empty messages

  • Quickly identify, end, and disposition automated alert messages as Carrier Blocks or Disconnected accordingly
    
    

• Identify, end, and disposition dead calls as "No Answer" promptly 

  • If you have reached 5 rings without a voicemail, or the line has had more than 25 seconds of silence without any indication of a connection 

  • Please verify that no one is on the line before closing your call and hanging up : "Hello?... Hello?... Thank you for your time."
    

• Choose your Dispositions efficiently but accurately 

  • Do your best not to idle on the dispo screen

  • Submit them quickly by double clicking the disposition you feel is most appropriate 

• Promptly trigger your next call or  be ready for your next call to connect 

Productive Introduction Tips: Cell/Landline Dialing

• Cell phone campaigns usually have a15-20 second delay  before the line connects 

  • If that delay grows to 30 seconds without connection, say “hello?..hello..? Thank you, goodbye” Hangup and mark as No Answer

  • When a respondent answers you need to be ready to give your introduction all the way through to your first question without any hesitation- attach the 1st question to your introduction for the most effective delivery

    • “Hello this is Erica calling from BR Interviewing conducting an important survey about some issues in the news and I was looking to hear your thoughts. Are you 18 years of age or older?” 

  • If they do not respond to your question, say “hello?....hello?....thank you, goodbye” Hangup and dispo a Call Back

• Landline campaigns do not ring in your ear, you must listen for the “boop” and look for your script refresh– As soon as you hear the boop you should give your full introduction without hesitation then pause for their response

  • Avoid saying “Hello?”-- they have already said that and are waiting for YOU to respond with your FULL  introduction

  • “Hello this is Erica calling from BR Interviewing conducting an important survey about some issues in the news and I was looking to hear your thoughts. Are you 18 years of age or older?” 

  • If they do not respond to your question, say “hello?....hello?....thank you, goodbye” before you hang up and dispo a Call Back
    
    

Screeners/Mute Button

• Screener Services should be attempted to be bypassed

  • Enter numerical responses by using your SIP Phone's keypad, or enter them into the SEND TO DTMF box and clicking the button to submit

• Mute Button

  • The mute button leads to missing calls or delayed responses;
    it should only be used if a supervisor needs to take over your
    call at the request of your respondent

    • This does include the mute button on your : ViciDial, Headsets, Settings, or SIP Phone

Questions? Join the Help Channel!

Eastern: https://mattermost.int-research.com/remote-center/channels/team-lead---help-channel 

Central: https://mattermost.int-research.com/remote-central/channels/team-lead---help-channel 

(But, remember to contact your supervisors directly for any issues with coming and going, breaks, 

and technical problems)

Thank You
Happy Dialing!
HR Direct Line: 609-200-1748
HR@BRInterviewing.com