BUSINESS PROBLEM

The traditional face-to-face survey has been steadily losing competitiveness since the 2010s due to high costs, cumbersome interviewer checks and long data collection times, and the coronavirus epidemic has further discouraged response. At the same time, telephone surveys have become more widespread because they are more efficient in terms of cost and speed.

In addition to methodological issues, there are also quality assurance aspects to telephone surveys, which can be addressed by innovative solutions already in use in the customer service environment.

SUMMARY

To verify the methodological requirements of telephone surveys and the effectiveness of interviewers by processing 100% of the audio data of calls.

SOLUTION

Implementation of a system combining various NLP techniques (text analytics, speech recognition), which can transcribe and process the audio data generated during telephone recording in the market research company's environment.

Preparation:

• Consultation, situation assessment.
• 1 PILOT analysis of data recordings

Implementation:

• Transcription of responses to open-ended questions
• Check 10+ quality assurance aspects in all data records (e.g. protocol hold, speech rate, style)
• Evaluate interviewer performance, establish continuous monitoring
• Daily/weekly reports per data record