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Quality Controls
Datascension's personnel are inspired and empowered to provide our clients with the highest level of quality and service; our people are at the forefront of our business. Each employee contributes to our success and understands that "our customers are why we exist." At Datascension, we recognize and reward achievement, diversity, and creativity.
Over 500 + service professionals, including Telephone Interviewers, Data Entry Representatives, web programmers, and an experienced management team staff our facilities. Our management team represents a broad spectrum of expertise including all aspects of data collection.
The majority of all our data collection is done from the two offices in San Jose, Costa Rica and Dominican Republic. Costa Rica has been identified as one of the highest educated countries in the world. It also boasts a stable economy. Approximately 40 years ago, the Costa Rican government terminated its army and relocated these resources towards improving education; today, any Costa Rican citizen can attend the universities for free. This has given us a competitive edge in terms of the quality of interviewing that is done in Costa Rica vs. the United States.
The Costa Rican
interviewer's capability is comparable to full-time managers in
the US. Our interviewing staff consists mainly of college graduates
from the local university engineers, attorneys, doctors, etc. The
average Costa Rican interviewer is a median age of 26, bilingual,
and has a college degree. Due to the Costa Rican culture, turnover
is almost nonexistent. The Costa Rican attitude is much like the
Japanese, they are very dedicated
Datascension categorizes its interviewers into two levels. They are as follows:
1. A Employees "A" Interviewers can work on any project. They have North American accents and tend to have spent a number of years in the states. These interviewers are also the class of interviewer that works on B to B projects. 2. B Employees "B" Interviewers are bilingual and speak perfect English. Although they do have somewhat of an accent they are understandable in all parts of the United States. The accents can be compared to a Northern or Southern accents. Each of these interviewers must match response rates of "A" employees.
Hiring of Telephone Interviewers
All our hiring is done by Human Resources recruiters who have been trained specifically for this purpose. Once a candidate is found who meets our strict requirements of the position, an interview is established with a manager. Managers look for candidates who communicate clearly and are able to handle questions confidently. Candidates must be able to display the ability to learn quickly and the flexibility to adapt to dynamically changing circumstances.
Once the interviewers are hired, they are given three days of training. Training consists of five modules that must be completed before any contact with respondents is initiated: (1) Datascension and Market Research, (2) Telephone Techniques, (3) CATI System, (4) Specific Interviewing Techniques, and (5) Live Interviewing on Datascension's In-house survey. Once training is completed the interviewers are "Nested" for a minimum of seven days, then released into the phone center. This initial training and nesting helps ensure that new employees have the proven capability to deal properly with stringent job requirements.
Project Quality Control
Call monitoring is our primary method for controlling the quality of telephone projects. When a manager is conducting a monitoring, he or she is asking a number of questions regarding quality that include:
* Is their speech clear or is their English perfect? * Are they reading the script verbatim? * Are they probing appropriately for the correct answers? * Are they following the standard rules of market research? * During each briefing market research standards are reviewed.
Datascension's Quality Control Department monitors each interviewer a minimum of eight times per month. The current Quality Control ratio is 12:1 (QC manager to Interviewer). New interviewers are monitored up to 15 times per month in their first few months. Interviewer salary increase is based mostly on QC scores as well as attendance, and attitude. We request that our clients monitor the interviewers on their particular project at least once during the project timeline, if not the first day of interviewing. In addition, Quality Control validates 10% of all surveys by re-contacting respondents to verify key responses. This ensures that our accuracy of key punching and recording responses stay above 99%.
Account Management
Our Account Managers are located in Costa Rica and Brea. Once a project is awarded to Datascension a full-time Account Manager is assigned, so with each new project the Account Manager will know exactly what the client needs and wants. This individual will act as a liaison and is the client's internal advocate at Datascension. The Account Manager is part of an Account Team that consists of key individuals from each of Datascension's departments. We believe that the relationship formed between our clients and Account Managers are fundamental to our long-term security and growth. In summary, the Account Manager will:
* Monitor and understand a client's needs through regular client interaction * Phone (direct line or cell), email, or instant message * Communicate those needs internally at Datascension * Programming, supervisors, QC, etc. * Oversee project timeliness, accuracy, and budget * Present creative solutions when problems arise * Rather then a vender who just does, we are proactive and become partners
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