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Grand Rapids | Corpus Christi | Quality Assurance

 

GRAND RAPIDS

Background

  • Opened in March 2003
  • Average Field Staff Tenure
    • Management – 12 years
    • Supervisors – 7 years
    • Quality Assurance – 4.5 years
    • Interviewers – 1.5 years

Capacity

  • 200 CATI station capacity
  • 400 highly-trained Research Specialists
  • 800# set up for projects requiring inbound capability
  • Daytime and Evening Interviewing conducted 7 days a week

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Call Center Hours

  • Daytime - 6:00 AM to 2:00 PM PST Monday-Friday
  • Evening - 2:00 PM to 9:00 PM PST Monday-Thursday
    • 2:00 PM to 8:00 PM PST Friday
    • 8:00 AM to 5:00 PM PST Saturday
    • 9:00 AM to 6:00 PM PST Sunday

Expertise

  • C-Level Executive & B2B Interviewing
  • Consumer Research
  • Hispanic Research

CORPUS CHRISTI

Background

  • Opened in July 2013
  • Average Field Staff Tenure
    • Management – 8 years
    • Supervisors – 10 years
    • Quality Assurance – 5 years

Capacity

  • 53 CATI station capacity
  • 100 highly-trained Research Specialists
  • Evening Interviewing conducted 7 days a week

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Call Center Hours

  • Evening - 2:00 PM to 9:00 PM PST Monday-Thursday
    • 2:00 PM to 8:00 PM PST Friday
    • 8:00 AM to 5:00 PM PST Saturday
    • 9:00 AM to 6:00 PM PST Sunday

Expertise

  • Consumer Research
  • Hispanic Research

Quality Assurance

Directions In Research acknowledges the importance of quality assurance and prides itself on the measures and procedures that are in place to ensure the collection of accurate and quality data.

  • Concurrent audio / visual CRT monitoring
  • QA staff predominantly monitors during each shift. They are responsible for ensuring that the interviewers are performing within the project standards.
  • DIR has the ability to provide live monitoring with short notice. Clients can monitor simultaneously, in addition to the DIR Project Manager
  • DIR does have the ability to audibly record interviews and provide them in electronic file format (WAVE files).
  • DIR prides itself on its high standards of quality assurance for data collection, including monitoring, validation and on-line editing.

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