Before we begin this training, please make sure you are in a quiet environment and have your noise canceling headsets on. We ask that you remain connected to your modem through an Ethernet cable at all times to avoid connectivity issues. This will also be required during production. Please mute your microphone when you are not speaking during the session.

Your participation is very important, so that everyone gets a chance to practice.
Please feel free to ask questions and participate.

 

• Freelance Agents terms and conditions are displayed and accepted in the application
• We offer agents the available working times and reach a participation agreement and rate
• Currently we are conducting polls mainly in the evenings (This will change as we are rapidly growing and get other types of assignments)
• We expect you to honor your accepted time commitments as tightly as possible
• Your performance and time worked, will get you priority to the best campaigns
• You get paid at the agreed rate each hour you are logged on calls every two weeks 

• What are telephone surveys?

Telephone surveys are a method of data collection where interviewers contact respondents, via telephone,  by asking them a list of predetermined questions carefully designed to get accurate information on a topic.

It is of the highest importance that we follow the three Golden Rules to ensure that we collect the most precise information from the lead as designed by our client
Not following these rules, may cause irreparable damage to the survey campaign, our client and ultimately, our company, and for that reason, it may be the cause for your removal of our roster

GOLDEN RULES

1. READ THE SCRIPT VERBATIM.
    This means, we read every word in exactly as it has been written. We do not add, change, or paraphrase.

2.  DO NOT SKIP QUESTIONS.
     Skipping questions will result in an incomplete and invalid survey  

3.  YOU MUST REMAIN IMPARTIAL
     You cannot agree, disagree or give out your own opinion or feelings regarding the lead’s answers/opinions. After every answer all we can say is “okay” or “thank you”, but remember a thank you on time can go a long way to keep the conversation going
We need to remain impartial as to not affect the lead’s answers.

 

HOW DO WE CONDUCT A SURVEY OVER THE PHONE?

 

Part 1: Introducing the Survey
A major barrier to achieving high response rates - the introduction. Phone survey interviewers must introduce themselves quickly yet thoroughly.

1. At the beginning of each phone call, you are expected to introduce yourself and the survey company, describe the topic of the survey and explain the demographics of the survey.

“Hello. My name is Laura from Opinion Research, we are calling to complete a short survey about important issues in Miami.”


2. It is important that right after the introduction you ask the first question on the survey. Do not ask the lead if they want to take the survey. Take control of the call and move on to the first question. 

“Hello. My name is __________ from Opinion Research, we are calling to complete a short survey about important issues in __________.  Are you registered to vote as a democrat, republican, or something else?”

3. Giving the respondent a clear picture of what the survey entails shows that you’re being forthright and makes them more likely to proceed with the survey.

“This survey is mainly about November's elections for Florida Governor, U.S. Senate, and other offices. Your opinion is very important.”

4. Tone of voice and attitude are important. Smile!
One of the top tricks you can use to get a better quality of responses is to have a very bubbly personality. Think of it this way. Most people prefer to surround themselves with friendly and kind human beings. If you sound happy and energetic, and thankful this is going to work more in your favor than if you have a dry and boring tone.

If you can establish a friendly conversation (even though you are realistically a stranger), this will help increase the quality of feedback because participants feel more comfortable speaking with you.

While we take pride in our professionalism while interacting with participants on our phone surveys, we also strive to make ourselves as approachable as we can to provide the participant the feeling that they are having a casual conversation with a friend. Having this type of conduct and attitude is necessary for achieving a higher response rate on phone surveys, saying thank you  helps a lot.

LETS PRACTICE! I will be the lead and you will be the agent.

Script introduction:

“Hello. My name is __________ from Opinion Research, we are calling to complete a short survey about important issues in Miami Dade.  Are you registered to vote as a democrat, republican, or something else?”

Part 2: Persuade Respondents to Complete the Survey 

When conducting telephone surveys, it is important to look at the survey from the point of view of the research participant. You are sitting at the dinner table and your phone rings.

“Hello, my name is [name], and I am a representative from a phone survey company. We are conducting a survey concerning the opinions of people in your area, and we would be very grateful if you could answer some questions.” Your first inclination may be to hang up or politely decline the survey.

By looking at the participant's perspective, researchers can get a better idea of ​​how to arrange the entire phone conversation to get a higher response rate. 

REBUTTALS

1. We need to provide value to the survey to convince the lead to complete it. It's helpful to use dynamic language in your introduction.
You can say something like:

"This is a very important survey designed to directly impact the services and programs available to you and your family. You opinion is very important.”. Continue to the next question. 

“Your opinion is very important to help your community.”. Continue to the next question. 

When they are not interested, you can say something like:

“This is a public opinion survey, and we really hope that you can take advantage of this opportunity to express your thoughts. Your opinion is very important.”

2. Why do you need my zip code?

“Just to make sure we cover all areas in your state, may I please have your zip code?”. Continue to the next question. 
If you see the zip code on the lead’s information, just confirm it. Do not ask for it.

“We won’t be asking for your address, just your zip code”.. Continue to the next question. 

3. Why do you need to know my age? Why do you need to know my year of birth?

“To make sure we represent all ages, may I please have the year you were born? Just the year, not the date.”.

4. I’m busy. / I don’t have time. / How long will this take?
     You can say something like:

“I understand time is important, but so is your opinion.” Continue to the next question.

 “I understand why you may feel that this is not of any interest to you; however, your opinion would be helping improve your community.” Continue to the next question.

 “I’m sorry if I caught you in bad time, however, this is just a quick survey. You opinion is very important to help improve your community.”. Continue to the next question. 

“I understand, I will be brief.”   Continue to the next question.

If they still don’t have time after you have used at least one rebuttal, say “Thank you for your time.” Move on to the next call.
Remember we are not selling anything, so don’t be too pushy.
Do not feel bad if you get rejected.
This is a numbers game, the more calls you make, the more chances of getting a respondent to complete a survey.

5.  Respondent Wants to End the Survey Before Completion

You are in the middle of the survey and the lead wants to know how much longer it will take. The lead is getting anxious to hang up the call.
   You can say something like:

“It will just be a few moments; I’ll go through it as quickly as I can.” Continue to the next question.

“There are just a few more questions; I’ll go through them as quickly as I can.” Continue to the next question.

“We have already completed 60% of the survey, just a few more questions.” Continue to the next question.
  Tip: Always add 20% more to the percentage of survey completed.

“The valuable information gained thus far will not be used unless the interview is completed. (I’ll go through it as quickly as possible.)” Continue to the next question.


6. Can you not make the question so long? You can say something like:

“I’m sorry, but I have to ask the full questions” or “I’m sorry, but I have to ask all the questions.”. Continue to the next question. 

7. Respondent Not Available or No Respondent

      If the respondent is not available or there is no respondent, always take advantage of that call and ask if there is anyone in the household who is available to complete the survey. Do not let that call go without asking these probing questions first.

“Does that mean there is not a male/female in the household between those ages or he/she is not available at this time?”

“Is there a registered voter in your household?”    

8. Reassuring the Respondent
     
“There are no right or wrong answers; we’re only interested in your opinion.”. Continue to the next question. 

“You are doing a great job. We are almost finished.”. Continue to the next question. 

Frequently Asked Question

Who Are You?

We are an independent research company.

Where are you located?

ONLY if asked location: The call center is located in Miami.  

No, where are YOU located.

We are located in Miami.

It’s Against the Law to Call.

We understand your concern, but opinion polls are not included in the regulations that apply to telemarketing calls.

What Are You Selling?

We are not selling anything; we are conducting research and would like your opinion. Your responses will be confidential and used only for research purposes.

How Did You Get My Number?

We obtained your number from Voter Registration Databases.

 

Who Is This For?

I’m sorry, I don’t know. I’m not told so that I don’t influence your opinions.

Let’s listen to some calls. Please take notes, and listen to check if the agent hit all of the important points of the call.

1.  Sound Quality: The call is not choppy; you can hear the agent clearly
2.  The call was answered promptly
3. The introduction was read verbatim
4.  The rebuttals were read verbatim
5.  The agent sounds energetic
6.  No background noise
7.  The agent sounded professional and polite

SOME FINAL QA TIPS

• Always follow the script verbatim.
• Always complete each survey question.
• Always be polite and courteous.
• Never respond in a rude or discourteous manner to a person who is rude.
• Never make false or misleading statements or misrepresentations about the survey content or questions.
• Never skip or shorten any questions.
• Clarifying answers
  We do not interpret answers. We need to hear them say one of the available options.
• Do not lead the respondent by suggesting an answer.  
  We can only provide the options, and they need to choose one.
• Always believe in yourself and what you’re doing. Be confident and remember, saying thank you helps a lot.

The following is a sample survey. We will learn about different types of survey questions, and how to read them.
Make a final mock call using the sample survey.