REACT In and Outbound Call Centre is designed to gather information and conduct telephonic interviews. Telephonic interviews are the most commonly used technique for quantitative research. The reason being, it is cost-effective, it is time efficient and it allows for accurate quota control and management.

All the calls made and received by the Call Centre are recorded. Respondents being interviewed are made aware of this at the start of all calls. The agents then data capture the information onto a questionnaire via the in-house CATI system. The agents can then go back and replay the call, completing any further information onto the call log.

The calls are logged according to client name or questionnaire number and are saved as an individual record. The calls are then e-mailed to the client or saved onto a disk. The calls can be accessed with any software. Should further hard copy reports be required, these can be done from the captured data.

Our Call Centre works in a number of ways for you:

• Monitor the quality and service being received from your Call Centre via telephonic interviews to the customers
• The ability to offer a toll free number to your customers for queries, complaints and complements.
• Conduct telephonic interviews with your customers to establish satisfaction levels within your company.

All outbound calls are scripted according to your brief and ensure that the objectives set out at the beginning of the research project are achieved.

Professional memberships
IMM, MSPA (Asia/Pacific), ESOMAR (Europe), SAMRA