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Quality Data Collection

Fako & Associates employs state-of-the-art call center facilities located throughout the United States (Lakeland and New Port Richie, FL, El Paso, TX, Spokane, WA, and Fresno, California). Our centers provide us the ability to conduct research projects in English and Spanish. Through these facilities we are able to utilize over 400 interviewing stations, all of which utilize the SPSS Quancept CATI software package.

Research Assistants whom administer our surveys have successfully completed a rigorous 3-phase hiring process and detailed Research training program. The calling center staff is composed of individuals who are selected on their voice quality, reliability and objectivity.

The training process stresses quality and accuracy of information at all times. Basic computer and CATI software navigation are followed by questionnaire administration techniques. Specific time and effort is given to verbatim recording. Interviewers develop an understanding of how to effectively control respondents, when to probe or clarify and allow complete, actionable information to be recorded. During their tenure, Research Assistants are provided with ongoing training in the form of refresher courses, designed to refocus certain aspects of the position.

Research Assistants are trained to understand the reasons why we conduct research in certain ways. With each study, interviewers are briefed prior to the start of dialing. The briefing session covers the purpose of the study, screening techniques, unique questions or dispositions and pronunciations.

Once Research Assistants are certified to conduct interviews, they are monitored on a nightly basis, and are assigned to Interviewer Enhancement Courses if they exhibit any weakness in key areas during monitoring.

Both Team Leaders and Supervisors are assigned to conduct Quality Assurance activities (monitoring and validating). This ensures that the floor leadership is focused on the quality of the interviewing. Supervisors and QA personnel are continuously trained in various subjects ranging from Market Research basics, Operational Processes and General Management.

Every survey is monitored by senior level Fako & Associates staff throughout the survey duration for quality assurance.