Market Research CATI Surveys

We offer Market Research Companies the best end-to-end CATI Services for market research data collection. This comprises the very best in CATI software, and includes a CATI contact center, which is a completely automated, predictive dialler enhanced telephone center with Rapid Dial. Our CATI market research solutions and services are highly effective in international B2B and consumer interviews. They offer significant benefits in terms of sample management, question routing, accuracy, and timing.

We employ the Computer Assisted Telephone Interviewing (CATI) system for your service, which allows us to conduct complex, large-scale telephone surveys. By simplifying the quick completion of surveys and making data available upon the conclusion of each question, the solution allows our highly qualified interviewers to remain focused on capturing high-quality data.

Our survey managers use quality control methods to oversee the work of interviewers from distant supervisor stations. Interviewer productivity reports are generated on a regular basis and utilized to determine interviewer training needs.

Computer-assisted telephone interviewing is a method of obtaining qualitative market research data by integrating four core components: computer software, a script, a CATI interviewer and, of course, a participant. Here is how each of these elements work together to generate valuable market research:

The CATI interviewer contacts the participant by phone at a scheduled time, and begins asking questions that are supplied by the software. These questions are standardized and structured, which means that participants get to choose from pre-set answers Like (would you strongly disagree with the statement, disagree with the statement, agree with the statement, or strongly agree with the statement).

As the answers are received, the CATI interviewer inputs them into the computer software in real-time. This is why it is so important that the questions are standardized and structured, otherwise the interviewer would have to function like a court stenographer, especially since some talkative participants could spend several minutes answering a single question.

As the CATI interviewer captures the answers, the software automatically adjusts based on pre-set variables, such as information that is known about the participant (e.g. purchase history, demographic data, etc.). What is more, the software adjusts based on the answers themselves, in order to improve data hygiene. For example, the software can be programmed to detect if a participant gives conflicting answers for two similarly-worded questions, even if they are not asked in sequence and as a result, generate additional questions in this specific line of inquiry.

Now, in light of the above simplified workflow, CATI may seem like a fairly straightforward and simple process. After all, the software seems to be doing a lot of the heavy lifting so is a skilled professional CATI interviewer really necessary? In a word: YES!

This is because participants are not machines: they are human beings. That means they can, and many will struggle to stay focused, to answer questions fully, or remain engaged throughout the process i.e. some will simply hang-up the phone if they are frustrated, foregoing any commitment they have made and/or incentive they have been promised. Our skilled and professional CATI interviewers have the training and ability to minimize these risks, and therefore maximize results and ROI. Here are 5 key reasons why:

Are you as a Market Research Services Provider keen on outsourcing CATI services for better value? You are not alone, there are many businesses that need insights to take their day-to-day engagements and customer service to the next level. If you are ready to evolve, we have the solution to carry you to the goal in the fastest way. Here are benefits of choosing SMI’s CATI services:

Computer-aided telephone interviewing is a task that requires a specific set of skills in order to succeed. The CATI marketing system helps interviewers frame the right set of questions to gain insightful market research data, but as more and more respondents are put through the process, the operational costs shoot up and so does the chances of making errors while processing the data. In a situation like this, professional CATI service providers like GTBPO can help you efficiently carry out the market research process and enhance the quality of the CATI data collection.

Our end-to-end Computer Assisted Telephone Interviewing (CATI) market research services have helped businesses around the world tailor crucial and effective questions to aid in market research. Our streamlined CATI services defined by well-drafted questionnaires, interviewer training, and reporting system will help your business collect accurate data without the hassle of planning and managing.

Some of the significant processes that we follow for collection and interpretation of data, designing relevant questionnaires, and carrying out insightful interviews, include:

GTBPO has extensive experience in providing proficient CATI call center services to a wide variety of Market Research Companies that have clients in the following industries:

Here are some of the benefits that our Market Research clients will gain, when they outsource CATI services to an expert CATI services specialists like GTBPO:

When you outsource CATI services to GTBPO, you will partner with a CATI market research company that is extremely skilled in collecting and filtering data till it becomes precise enough for reliable decision making.

As organizations increasingly outsource their core activities and boost the development of important core functionalities, the issue of high-performance security systems in such an endeavour is of paramount importance. At GTBPO, it is a process driven approach that significantly enhances the call center security of our IT infrastructure from internal and external threats using researched processes, procedures and tools.

The deep call center security skills of our global practice, as well as our experience as a leading outsourcing provider, make us uniquely qualified to help you ensure that your outsourcing arrangements are not only efficient, but secure. We help companies not only determine where their security vulnerabilities exist, but offer call center security solutions to turn those vulnerabilities into strengths.

Our professionals understand the call center security needs critical to every high-performance business…

Data Security: Our call center security matrix consists of integrated solutions leveraged using deep industry knowledge and tailored to suit the distinctive needs of your company. Our comprehensive call center security systems integrate all security components and business systems for a reliable, cost effective approach.

Employee portals, knowledge management systems and e-mail systems constitute much of an enterprise’s potential vulnerability, our call center security solutions supports the unique business challenges in providing workers with mobile—but also secure—access to a company’s information assets A rapidly increasing variety of mobile networked computing and communication devices offers call center security in addition to unprecedented flexibility and convenience for remote workers, boosting productivity and cost effectiveness.

We provide vital services to companies planning and operating outsourcing partnerships including:

• Proactively dealing with potential call center security issues at the planning and contractual stage including authentication, identification, authorization, access control, confidentiality and integrity.
• Monitoring the call center security implications of the outsourcing partnership during the lifecycle of the contract, this involves several steps including accountability, audit, intrusion detection, non repudiation, and availability. Recognizing the response to methodology through triage, recovery, reliability and implementing the necessary corrective action.

Our Call Center Security Lifecycle

Fundamental to today’s call center security needs is an integrated security architecture designed, built, tested and deployed in compliance with security requirements.
Security must be designed into solutions then managed proactively to maintain business reliability and availability and to meet regulatory compliance.

Our holistic solutions assess more than just your physical infrastructure We can provide you with a comprehensive set of solutions, management tools and services to meet your call center security requirements.

We plan

• Asset Identification & Valuation
• Threat & Risk Assessment
• Security Architecture
• Security Policies
• Security Tools

We deploy

• Vulnerability Analysis
• OS Hardening
• Security Architecture Deployment
• Security Policy deployment
• Security Tools Deployment

We manage

• Proactive monitoring
• Incident handling
• Security team
• Vulnerability updates & Patches

We review

• Vulnerability Assessment
• Security Architecture review
• Security policy review
• Penetration testing

Our Call Center Security Infrastructure consists of:

• Cisco PIX firewall in fail over mode
• 3DES support for secure VPN communication
• McAfee Enterprise suite for Virus prevention and cure
• Spam filter for Internet access & mail server
• URL filtering application from surf control
• Veritas Backup Exec Suite with Intelligent Disaster Recovery Option for speedy recovery
• Physical access controlled by biometric access control
• VLAN based network (for different groups, processes, servers, etc.)
• Data Access based on Layer 3 access lists for communication across VLANs
• Restricted Internet Access based on Domain Authentication
• Logging of Internet Access at user level
• No Mail & Internet access at Agent’s desktops
• Profile based Desktop access, which allows access to only required minimum applications. No data storage access at local machines.
• Centralized server based storage.
• File system access policy based on user authentication
• With our proactive security management program in place, your business can gain immeasurably, we:
• Minimize downtime caused by Security attacks, and thereby minimizing damage to your business, company brand, customer loyalty, company intellectual property and employee productivity
• Make security incidents and crisis management decisions based on real-time
• Prevent or minimize the global spread of security attacks
• Capture internal information for security audits and regulatory compliance
• Focus on business operations, not security incident recovery

We offer multi-vendor support for market leading security and business continuity products. Our collaborative approach means that we will help you design, select, implement, and manage the right security for your business needs, all while maintaining business agility and employee productivity.

Infrastructure is the foundation upon which our entire process stands strong. Our call center infrastructure adheres to international standards encompassing employee health, security, a full-fledged training facility, protection against fire and excellent power backup. A few thousand square feet that holds –

• EHS OSHA complaint building
• 100% visibility into all processes
• Telco grade data center
• FM200 fire prevention and protection system
• 8 levels of redundancy for local connectivity
• 4 levels of power backup

Power

A power failure could lead to serious loss of business. We have power backup that switches the primary source of power to the generator backup if power should fail and if the generator fails we have a redundant UPS network center. All devices are backed by a dual power supply and fed through independent power paths.

We have:

• 3 levels of redundancy
• Primary source of power
  • Available 1500 KVA
  • Facility Load 500KVA
• Generator Backup
  • 750 KVA generator with fuel storage for 24 hours operation onsite with arrangements to sustain
• UPS Network Center – 1x 60 KVA (Redundant)
• UPS Overall – 4x 120KVA

Our Network

At GTBPO, we follow a 3-tier architecture for the network within our call center infrastructure. We have a redundant L3 core design and the servers terminate into the core through redundant connectivity. Redundant workgroup switches with L3 capability per floor collapse into the Core. We have network fabric with port level physical redundancy and 384 active ports per floor. 

Inbound Voice

Our call center infrastructure has an inbound voice solution that is based on the Cisco IPCC (Internet Protocol Contact Center). This well-designed IPCC allows your customers to contact us through a convenient and reliable mode, be it via phone, email or web collaboration.

Outbound Voice

GTBPO call center infrastructure has a distributed dialer architecture and is tightly integrated with Cisco voice solution. Our predictive dialer has 2:1 pacing and real time calling list management. This architecture also has DNC management and maintains low nuisance (individual agent pacing, extent function and cancel dial).

Our Contact Center Solution enables us to:

1. Voice & Screen Capture

• 100% customer interaction capture capability
• Capture and Access based on customer sign off and authentication only
• Both side energy envelope display
• Web based replay
• Extensive Tagging of data (Agent ID, Disposition, Time, Data, Duration, etc.)
• Query based search option
• Option to download the file

2. Quality System

• Multiple Selection plan for Quality System
• Multiple Scoring plans
• Capability to change selection plans online
• Graphical reports

3. Customer Experience – Sync Audio with Video

We have the provision for 100% recording that captures every call that every agent dials/ receives. This is extremely important and crucial as we can track compliance issues, security of information and provide feedback to our agents and improve the customer service experience for your customers on a regular basis.

This system helps to conduct analysis based on intelligent tagging, provides the ability to data mine and responsiveness for customer escalations. It can be used as a powerful training and remediation tool and also to monitor and manage compliance and agent activity.