Capabilities
Our Phone Room
Galloway Research houses 83 networked CATI stations. Each station is equipped with WinCATI 4.2 and Survey System v9.0. Several of the Survey Systems stations also has voice capture capabilities, which allows the digital recording of open ends instead of the standard typed format. In addition to the CATI software, each station is also internet ready which has allowed us to access 3rd party CATI systems. By doing so, we served as virtual phone center. This has increased our capabilities and our flexibility to help clients with their studies.
About Our Training
Galloway Research Service (GRS) is committed to the quality training of our own employees (interviewers, supervisors and management) as well as a strong desire to see improvements within all companies involved in data collection. We strongly believe the industry’s survival is dependent on professionally trained interviewers and recruiters and their ability to work with the consumer and business professional. Studies have shown that the interviewer is a critical component of the “respondent cooperation decline” we all face. ~ Elisa Galloway, President
Elisa D. Galloway, President and J. Patrick Galloway, Vice President and lead Research Consultant developed and presented a how to train your interviewers tutorial, “Professional Interviewer Training: Reducing Your Expenses and Investing In Your Future” at a Marketing Research Association (MRA) Conference. This was so well received it will be repeated nationally as an ON-THE-ROAD training seminar. Elisa currently serves on the MRA board serving as the Chair of the Education Workgroup. She is actively involved in the education programming for the industry, helping to coordinate webinars, in person sessions and conferences.
GRS Market Research Training
All Galloway Research (GRS) interviewers undergo extensive New Hire training before they are ever assigned to a client project. We requires ALL employees be tested and pass the Basic Professional Interviewer Training program. The data collection staff of interviewers, supervisors and department directors receive additional training as they progress and grow with the company. Monitoring is used as an effective way to feedback to the interviewer, given them written immediate feedback on quality improvement. Training never ends.
Additionally we have ongoing training modules developed which employees are exposed to at times during their employment.
These Training Modules include, but are not limited to:
- Quality Training II – focuses on developing further the already obtained skills of the interviewer – voice skills, probing and clarifying, etc.
- Voice Training – focuses on the skills / techniques of voice handling
- Monitoring – training given to supervisors to educate them on effective techniques of feedback. Focus is quality improvement.
- Supervision Training – various levels, plus bi-weekly training meetings
- B2B Interviewer training
- Refusal Rebuttal /Effective Assertiveness Training Additionally 4 more modules are being worked are being developed, an ongoing process at GRS
Quality Control Measures
Quality is how we’ve made a name for ourselves. We monitor a minimum of 10% for each interviewer’s completes. We have 7 supervisor stations and 1 client monitoring room that can access all 83 stations for audio monitoring. In addition to audio, we can visually monitor the interview in real time using the WinCATI 4.2 monitoring feature.With 83 stations, it is necessary that our supervisors are constantly walking around. Supervisors also are able to monitor interviews while walking around via headsets. Additionally supervisors check for programming accuracy and also makes sure that the interview is being conducted properly by the interviewer. During these sessions, interviewers are unaware they are being monitored. An additional quality control technique involves recontacting respondents for verification of the survey. The supervisor in this case recontacts respondents to thank them for their participation and also to ask them a series of questions in regards to the particular study. Respondents are also asked to comment on the interviewer’s manners, whether they were courteous and professional in conducting the survey.
Clients are also invited to monitor the study either on-site or through the secure remote monitoring system. All feedback received from clients are reviewed and addressed with the interviewers.
Galloway Research Service takes pride in delivering high quality data to our clients. It is because of this, that validation is required for all projects and is done on a nightly basis.
Galloway Research Service uses Nortel Meridian for its communication needs, which allows for remote voice monitoring by our clients with their projects unique pin number. This enables clients to remotely monitor the quality of interviewing as well as have a better understanding of what the respondents are saying to help with report writing.
Phone Room Supervisor Training
Galloway Research Service has a three month training program for project directors (supervisors) in which they are given extensive training in all phases of project handling. Prior to this training they have completed all the training Modules as well as conducted many interviews on the phone. Each project director has daily meetings with the department director to go over specifics of the project they are handling prior to the dialing shift. GRS has an average ratio of interviewer to supervisor of 6-8/1. The ratio depends on the complexity of the study.
