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CCaaS - CATI for All Sizes

Traditionally, technology for telephone interviewing (CATI) has been limited to larger businesses able to afford centralised outbound call-center systems and software. In contrast, Cxoice CCaaS is a web-based solution, allowing an team - small or large - working from home (WFH), or in the office, have a full range of tools for telephone interviewing whether for quantitative research, outbound call management or qualitative recruitment.

Cxoice provides sample and contact management, interviewer log-ins, appointment setting with simple monitoring, and control and quota settings, and KPIs all from a web-based platform that can be used remotely or from home. Contact us to see our agency demostration at demo.cxoiceresearch.com.

A Cloud-based Call Centre allowing phone agents to work from home

Telephone interviewing traditionally needed interviewers in a central location with expensive office-based server and software. However, when the COVID hit, research teams needed ways to work remotely or from home. Cxoice's cloud-based solution for agent and contact-list management allows interviewer teams to continue but with WFH or remote working, with no loss of control for fieldwork managers.

Cxoice makes contact-list control easy. Contact records and sample are uploaded, chunked, and distributed among the fieldwork team on a project-by-project basis. Managers can set quotas and prioritise groups for calls. And agents set appointments, callbacks and comments as a team to maximise response rates - all using a cloud-based solution that allows agents to work where they are most comfortable, while giving managers the KPIs they need to ensure the work is being done correctly.

Cxoice isn't just for larger call-centers or CATI units though. By providing Call-centre As A Service facilities (CCaaS) Cxoice also offers smaller teams to handle outbound calls across a team - whether just 2 or 3 researchers working together, or a larger network of freelancers. Smaller consultancies can have all the control of full-sized call-centers or CATI units, but on a project-by-project basis, without the big agency overhead.

 

Project-by-project call management

The core of Cxoice CCaaS is in managing the contact-lists, sharing the data across the agents or interviewers, while being able to control for quota and monitor call numbers and response rates.

Our web-based system allows you to upload the sample, add your own agents or interviewers, and set them up with passwords, and then to allocate contacts in blocks, or by speciality, or by language. The contact manager presents lists for calls with notes and updates, manages appointments and callbacks, maintains contact notes across the team and allows the telephone team to focus on the call, not the technology.

Cxoice can link out to external survey packages or just manage calls. So if you have a qualitative depth interview with a discussion guide on paper, Cxoice can still solve the sample contact problem, or if you have a client with a survey in SNAP or Surveymonkey, Cxoice will give you the link for the contacts, while managing the calls.

 

Full power CATI and WATI

Of course, the full power of the Cxoice CCaaS system comes when it is combined with our other survey tools to become a high performance CATI system. Full telephone questionnaire scripts and questionnaires that open up possibilities for web-assisted telephone interviewing (WATI) where respondents are shown personalised content on screen while talking to an agent.

For researchers, Cxoice provides live frequency counts and data monitoring, plus automatic tabs, presentation charts and reporting when the project reaches the end. These can be combined with conjoint analysis and trade-off research tools, and our developing set of dynamic data visualisation technologies.

Cxoice CCaaS is just part of the journey. Just managing calls and agent teams? No problem. Want a full agency suite of phone and web, with knowledge management, automatic reports and charting and complex multi-level surveys. Cxoice does that too. Choose the Cxoice Technologies that work for you.


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