CLEMVOICE for Surveys is a complex solution that combines the best voice processing, text analytics, and data mining technologies in the Hungarian language to process and understand the content of telephone surveys.

PROTOCOL MONITORING

During the interviews, interviewers must follow a pre-defined protocol: greet the interviewer properly, ask if the time is convenient, state the purpose of the interview, tell how long the interview will take, ask questions in the right order and quality, and then close the interview. Monitoring compliance with these has not yet been possible, but CLEMVOICE technology makes it possible to identify their occurrence in each conversation.

AUTOMATIC TRANSCRIPTION OF ANSWERS TO OPEN QUESTIONS

For open-ended questions, interviewers are required to type their answers directly into the computer. This is time-consuming and requires attention, but CLEMVOICE does it automatically for the interviewer, as it transcribes what the respondent says.

SPEECH RATE MONITORING

The speed of speaking of the interviewer is very important both in the introduction and in the questioning, as it is essential for the respondent to fully understand what is being said, so that he or she can make a decision and give a relevant answer. For example, the following aspects are considered:

• average rate of speech throughout the conversation
• speed of pronunciation of words

CONTINUOUS MONITORING AND QUALITY ASSURANCE

The technology allows each conversation to be individually assessed in terms of protocol, speech rate, and style characteristics, meaning that the performance of the interviewer can be monitored on a monthly, weekly, or even daily basis:

• Interviewer performance (relative to each other) against quality assurance criteria.
• Below-average performers can be identified so that necessary training can be planned.
• Monthly or weekly reports can be used to measure the impact of the training and the progress of individual questioners.

STYLE OF SPEECH, OPTIMAL CALL PROFILE

The success of the interviews can depend on several factors, including verbal and non-verbal characteristics. With CLEMVOICE technology, many of these characteristics can be continuously monitored and analysed:

• Interviewer's vocabulary and use of words
• Examination of the scripts used: whether there are distinctive phrases or typical sentences per interviewer.
• Use, types, and proportion of questions in the conversation
• Rate of simultaneous speech
• Duration analysis of respondent's, interviewer's speech