CATI Interviewers Working from Home

Best-of-breed predictive dialing with CATI integration

Global Uptake In CATI Interviewers Working from Home

For market research organisations doing telephone interviewing, the ability to relocate CATI interviewers to work from home is a very welcome benefit that has allowed some of those companies to continue their research work uninhibited by the global lockdown.

Seems like a win-win!

Making the switch with Sytel

Working remotely in a CATI contact center has been a straightforward transition for Sytel’s market research customers. With the technical challenges solved by Sytel, MR organisations have been able to focus on the human factor – remote training, supervising and managing remote users.

What our partners and customers are saying

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We were expecting some challenges as part of the transition but by the end of the second week everything was running pretty much as normal with 100% of our interviewers working from home. We will never need as much physical space as we have in the past – likely a higher percentage of homeworkers is the way of the future.

Lisa Mancini – US – Director of Call Center Operations – Global Data Collection Company (GDCC)

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Sytel built a working solution ahead of schedule and it worked great.  Our interviewers love working from home and we feel more secure in our ability to quickly pivot between in-office interviewing and at-home interviewing as circumstances change in the future, as we now have the infrastructure to do both.

John Lafrance – US – VP Research Methods and Sampling – Escalent

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Roy Morgan was able to implement “work from home” CATI operations quickly and efficiently to maintain its data collection efforts at a business critical time.  Productivity levels have been maintained with CATI operators and supervisors welcoming the convenience of working shifts from home, and conversely of not having to commute to and from the city, often late in the evening.  This win:win and more flexible arrangement will no doubt present a strong case for continuation into the future once COVID-19 operating constraints are removed, so we are pleased to have taken a step in this direction and to have that option.

Stephen Harvy – Australia – Head of Operations – Roy Morgan Research

Everything in a browser – anywhere, any time

Sytel CATI interviewers have the benefit of Sytel’s WebRTC browser-phone which:

  • loads from within a browser
  • requires no software installation or VPN
  • connects the interviewer to the dialer from wherever they are located using an encrypted connection
  • requires that the interviewer has just a computer, headset and internet connection.

And supervisor tools for managing interviewers are available as before: call recordings are available for supervisors to review interviewer performance and live monitoring of interviewer calls is also available.

Future impact

Wider recruitment possibilities

Traditionally ‘contact center’ has meant an office building with banks of desks and computers. Recruitment for that site has been limited to a relatively small radius around the office and some CATI operations have struggled to recruit under those circumstances.

Now with home working a real option for CATI operations that radius has been removed and interviewers can be located anywhere, opening the door for a much wider pool of resources.

Deeper talent pool

Being able to choose interviewers located anywhere also means that CATI organisations can benefit from a deeper talent pool. If specific skills such as languages are required for interviewers, CATI organisations no longer need to look for those within a radius of a few miles.

Scaling-up

MR organisations that find they are facing greater workloads are no longer bound by the number of physical seats in their CATI offices. Sytel’s cloud-ready dialer can easily be adjusted to accommodate more CATI users, even at very large numbers (and of course an interviewer who is home-based doesn’t occupy a seat!)

Conclusion

COVID-19 has caused no end of complications in many industries, but for market research organisations with the ability to work from home life can continue as normal. It has highlighted the need for flexibility and preparedness and given MR and other organisations that make use of Sytel’s work-from-home solution a unique advantage over their competitors.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app