IBM SPSS Data Collection Phone Interviews

Get deep insights and broad representation from telephone interviews – or combine with Web surveys for quick turnaround

  • Overview
  • Features and Benefits
  • Dialer
  • System Requirements

IBM® SPSS® Data Collection Phone Interviews (formerly PASW® Data Collection Interviewer Phone) delivers power and productivity today – and flexibility for the future.

IBM SPSS Data Collection Phone Interviews increases the productivity of actual and virtual call centers, reducing the costs of phone surveys while boosting response rates, increasing scale and making it easy to conduct high-quality global research at lower cost. Read about its new capabilities.

  • A comprehensive platform for CATI (Computer Assisted Telephone Interviewing), with tools specifically designed for the needs of different users – interviewers, supervisors and managers – to ensure maximum utilization and operational efficiency
  • Robust telephone interviewing built on the foundation of Quancept CATI – but for today´s modern telephone interviewing environment
  • Granular command and oversight of the entire telephone environment provides tight control of interviewers, respondents and sample management
  • Create and deploy surveys, manage samples and quotas, view reports on the productivity of samples and interviewers – and deliver high-quality interviews and accurate survey results
  • Survey interface built for speed and efficiency – create one survey and deploy over the Web, by telephone or face to face
  • Maximize respondent rates and ensure contacts are never lost through instant transition to Web interviewing
  • Security and control – manage access rights and levels across the enterprise to ensure users see the actions they need or are allowed to carry out
  • Built-in fault tolerance, and scalability to accommodate the escalating needs of complex surveys and large global call centers
  • Extensive auditing capabilities – onscreen or audio monitoring across all locations to ensure the quality and accuracy of surveys
  • Create global or project-specific rules to streamline operations within call centers
  • Predictive and group dialing option with IBM SPSS Data Collection Dialer. Combine the powerful and rich sample and interview management capabilities of IBM SPSS Data Collection Phone Interviews with third-party dialers. In line with the IBM SPSS open platform philosophy, this Solution Development Kit makes it easy to integrate IBM SPSS Data Collection Phone Interviews with a third-party autodialer or IVR-enabled dialer

Get deep insights and broad representation from telephone interviews – or combine with Web surveys for quick turnaround

Multi‑modal interviewing: Phone + Web in one

  • Respondents can start a survey on the phone but complete it later on the Web to maximize respondent rates and save valuable time
  • Gives respondents flexibility, and allows them to chose their preferred method of contact – via phone, the Web, or face to face
  • Manage all survey projects and data in one centralized environment – regardless of the mode

Survey management

  • Field and manage surveys from one location or from globally dispersed sites
  • Control sample management and quota setting with powerful tools that work “out of the box” but can be customized to suit operational and project requirements
  • View and manage quota targets in real time, through a Web browser
  • Assign activities and projects to supervisors, survey builders, interviewers, analysts and other users of the system, and co-ordinate their efforts and ensure efficiency.
  • Design questionnaires that include instructions and cues that are easy for interviewers to follow to deliver accurate survey results

Interview management

  • Respondent phone numbers are available in seconds, rather than minutes to increase productivity
  • Records can be assigned to specific interviewers by a supervisor, or automatically to ensure continuity or appropriate language skills
  • The Interface is designed specifically for interviewers to ensure that data is entered quickly, and all relevant data, samples and coded outcomes are readily available

Oversight and performance management

  • No additional monitoring equipment is necessary
  • Selective monitoring of interviewers’ audio lines and computer screens
  • Customizable reports of statistics about interviewers performance and sample quality can be created
  • A full set of analytical management report templates are provided to give an overview across all projects or at detailed individual project level

Customizable, scalable, secure installation

  • An open architecture allows the majority of its features and capabilities to be customized to meet different standards and protocols through the user interface, e.g., to control how many times a telephone number should be called, the call-again delay for busy or engaged calls etc.
  • Changes can be made in real time and “on the fly” –  no need bring operations to a halt to make changes to interview scripts or dialing parameters
  • Can be implemented in a clustered server environment that provides enhanced security scalability, load-balancing and fault-tolerance
  • Flexible configuration options ranging from a physical call centre to a highly decentralized global operation
Easy to navigate for interviewers
Easy to navigate for interviewers

Easy to navigate for interviewers

View telephony environment reports
View telephony environment reports

View telephony environment reports

Manage and create appointments
Manage and create appointments

Manage and create appointments

Review and manage quotas
Review and manage quotas

Review and manage quotas

Analysis and reporting

Predictive dialing

IBM SPSS Data Collection Phone Interviews provides advanced features for controlling the telephone dialing functions of IBM SPSS Data Collection Dialer or, via IBM SPSS Data Collection Dialer Connection, a third-party autodialer.

  • Benefit from significant productivity gains, lower staff costs and increased job satisfaction
  • Ensure that interviewer are fully engaged with respondents
  • Auto-detection of the call outcome minimizes the time lost to unsuccessful calls
  • Program the responses to each possible call outcome according to campaign-specific or global rules
  • Ensure compliance with industry standards, professional codes and legal requirements by setting limits to the number of “silent calls”
  • Hand off respondents to an IVR system

VoIP

Use Voice over Internet Protocol (VoIP) to increase the efficiency and reduce the cost of call center operations.

  • Interviewers can work remotely – at home or in a virtual office – as if they were in the call center
  • Locate dialers remotely to take advantage the most economic call rates
  • Reduce cabling costs and eliminate the cost of maintaining extension lines
  • Support for any combination of conventional phones and VoIP connections
  • Reduce the cost of inter-site phone calls
  • Overcome the line-length limitation of conventional telephone cables

NEW in IBM SPSS Data Collection 7!

IBM SPSS Data Collection Dialer Connection

Now, researchers can combine the powerful predictive dialing and rich sample and interview management capabilities of IBM SPSS Data Collection Phone Interviews with third-party dialers. In line with the IBM SPSS open platform philosophy, this Solution Development Kit makes it easy to integrate IBM SPSS Data Collection Phone Interviews with a third-party autodialer or IVR-enabled dialer.

Integration with InVADE dialer is already available as part of IBM SPSS Data Collection 7.

InVADE is based in the UK with local representation in the US, Hong Kong, China and Australia. It’s diallers are used by 1,000’s of CATI users across more than 50 countries. InVADE is dedicated to producing predictive diallers that perform supremely well in the specialized MR CATI environment, and it is the preferred supplier to many industry megaliths.

IBM SPSS Data Collection Dialer VoIP Add-on

Connect to the world with the IBM SPSS Data Collection Dialer VoIP Add-on. Researchers can now reduce the cost of global telephone surveys – while maintaining complete control – by making VoIP calls to respondents via the IBM SPSS Data Collection Dialer VoIP Add-on and their local telecoms provider.


IBM SPSS Data Collection Dialer

Fast, efficient autodialing reduces the cost and increases the efficiency of telephone interviewing

IBM SPSS Data Collection Dialer is a dedicated automatic dialing system that operates as a slave to IBM SPSS Data Collection Phone Interviews. Rather than driving the interview-calling process, as with some autodialers, it is continuously under the control of the survey management system.

  • More flexible, efficient and controllable than hardwired dialers
  • Auto-detection of the call outcome minimizes the time lost to unsuccessful calls
  • Program the responses to each possible call outcome according to campaign-specific or global rules
  • Record and playback conversations for quality assurance, to review verbatim responses or to classify unclear or unanticipated responses

Predictive dialing

With IBM SPSS Data Collection Phone Interviews, IBM SPSS Data Collection Dialer can provide a powerful, fully configurable predictive dialing service.

  • Benefit from significant productivity gains, lower staff costs and increased job satisfaction
  • Ensure interviewers are focused and fully engaged with respondents
  • Ensure compliance with industry standards, professional codes and legal requirements by setting limits to the number of ‘silent calls’
  • Hand-off respondents to an IVR system

VoIP in the call center

Use Voice over Internet Protocol (VoIP) to increase the efficiency and reduce the cost of call center operations.

  • Interviewers can work remotely – at home or in a virtual office – as if they were in the call centre
  • Locate dialers remotely to take advantage the most economic call rates
  • Reduce cabling costs and eliminate the cost of maintaining extension lines
  • Support for any combination of conventional phones and VoIP connections

Interviewer phone operation requires all of the services listed on Data Collection Web Interviews Server. Additional system requirements include:

For Supervisor Stations

  • Operating System and Software
    • 32-bit or 64-bit version of Microsoft® Windows® 7 or Windows Vista®
    • Microsoft Internet Explorer® 7 or later
    OR
    • 32-bit version of Microsoft Windows XP Professional with Service Pack 3, with
    • Microsoft Internet Explorer 6 or later
  • Hardware
    • Processor: Intel® Pentium®-class processor running at 500 MHz or faster.
    • Memory: 256 MB RAM or more
    • Disk space: 100 MB minimum
    • Display: 1024 x 768 or higher-resolution graphics adaptor, supporting minimum 16-bit color quality

Interviewer Stations

  • Microsoft® Windows® XP Professional (32-bit edition) with Service Pack 3 or Microsoft Windows 7 or Windows Vista (32-bit or 64-bit edition)
OR
  • Wyse terminals running Linux V6 and Firefox Web Browser Version 1.0.
    • For Windows: Pentium-class processor running at 500 MHz or faster; for Wyse: 486-type processor operating at 66MHz or faster; Intel Pentium III or later recommended
    • For Windows: 256 MB or more of random-access memory (RAM); For Wyse: 32 MB of random-access memory (RAM); 128 MB recommended
    • A hard disk with at least 100 MB of available disk space.
    • A 1024 x 768 or higher resolution graphics adaptor that supports at least 16-bit color.
    • A CD-ROM drive.
  • For XP Professional
    • Internet Explorer 6 or later
  • For Vista
    • Internet Explorer 7 or later
  • For Linux
    • Mozilla® Firefox® Web Browser Version 1.0
Note: Modem dialing is not supported on Wyse Winterms: a PC running Microsoft Windows, as previously specified, is required.

Need more help or pricing information?

Contact a sales support specialist at 2811 9662 or send an email to spsshk@spss.com.hk.