Technology
Hardware
Stations:
120 15” flat panel monitors and noise-cancelling headsets
Monitoring:
Cordless phones with headsets
Telecommunications:
10 PRI ISDN Trunks (each containing 24 in/outbound circuits)
Servers:
3 dedicated SQL servers (one replicate for disaster recovery)
Software
A CATI application interviewer VCC (Virtual Call Center) customized for Luce Research in 2006 by Voxco, the leading developer of state-of-the-art CATI software for opinion and market research. Voxco has over 26 years of experience developing customized software solutions exclusively for research applications. Some of the many capabilities of the software include:
Questionnaire Programming:
- Prompts, definitions and help screen
- On-line probes
- Automated question branching, skip patterns and inter-question edits
- Displaying answers to previous questions
- Validity checks of data ranges and codes
- Seamless multilingual data collection; can transfer call immediately to bilingual interviewer
Sample Management:
- Automated RDD sample strata management
- Fully programmable algorithms for redials and call backs, including “call priority” algorithm based on disposition, time zone, and previous times called
- Automated call-back scheduling
- Interviewer call-back tagging (call-backs can be directed to interviewer who scheduled interview)
- Real-time disposition reporting
Quality Control:
- Digital recording of completes (including verbatims) upon client request
- Teleconference monitoring
- Allows supervisors to observe any interviewer at any time
