CASE STUDY

Voice Operations

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CATI (Computer Aided Telephonic Interview) confirming contact details and obtain permission to send email newsletter to an authorized person

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Client Profile
A large business information company having an aggregated database of 3.7 million workplaces in the UK.

 

Campaign Requirement

• Client had a contract with Business Link for London to do a quick telephone-c alling job to obtain permission to send their email newsletter to 3000 SMEs in the UK.
  
  

Nirvana Solution

• Nirvana used a 15-person CATI (Computer Aided Telephone Interviewing) team over a period of 3.5 days to c all up SMEs from the clients’ database. The client provided contact list of 5000 SMEs with details of contact person, address, phone and fax.
  
  
• The CATI team c alled up each company to speak with an authorized person to explain purpose of the c all and about Business Link, confirm contact details, obtain permission to send an email newsletter, get a company email id, get mandatory information about employee strength and ethnicity of the ownership and close the c all. About 20 data fields were to be captured / confirmed.
  
  
• The team was well assisted by the technology of predictive dialer linked to a CRM screen, which would pop-up all the contact details as each c all gets connected. The CRM also had the c all script, FAQs and blanks for data capture making the c all a paperless process.
  
  
• An in-house quality control person would check 100% of the captured data for consistency and do a sample audit by listening to the recorded voice file and checking the data captured. This data after QC check would be sent to the client on a daily basis in text format with sample voice files uploaded on an FTP site for client verification.
  
  

Results
Nirvana completed the assignment well within the schedule. The quality of data collection was as expected by the client. The metrics that we achieved were quite good. We achieved a response rate of 60% (3000 completes from a list of 5000) with 6.7 completed surveys per agent-hour resulting from 18 contacts per agent-hour, the c all length of a completed survey being 3.8 mins. This was achieved at a cost less than 50% of a comparable UK based c all center.

 

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