The Call Centre

In addition to the common means of quality control the infas telephone studio provides further performance features concerning the realisation of surveys:

• obligatory pretest
• obligatory interviewer trainings for each survey
• if desired, the ordering party can listen in the interviews on-site
• special strategies to improve the coverage rate
• survey-specific figuration of the contact sequences
• survey-related interviewer training concerning the handling of refusals
• survey-dependent repeated contact approach to “soft” refusals
• survey-specific identification of selectivity effects
• survey-specific involvement of the supervisors in the project team
• more than 150,000 interviews per year
• 144 telephone workstations