Telephone Call Center
Center for Survey Research at Penn State Harrisburg
CSR’s telephone call center employs Computer-Assisted Telephone Interviewing (CATI) software from VOXCO. The CATI program’s user-friendly interface allows the set up of complex questioning patterns, including automatic skipping when appropriate, to allow the seamless flow from one question to the next during the interviews. CSR’s VOXCO CATI system accommodates up to 20 concurrent interviewers and quality control supervisors assisted by VOXCO’s monitoring and productivity tools.
The CSR 20-seat call center operates weekdays, evenings, and weekends. Call schedules are established according to specific project needs, with administrative surveys occurring during normal business hours and Random Digit Dial (RDD) surveys scheduled during evenings and weekends.
Telephone interviewers are trained in proper data collection techniques through a formalized interview training class, including role-playing and feedback in addition to the technical methodology of interviewing. Additionally, each interviewer is familiarized with the project survey instrument and specific study protocol. All interviewers complete Penn State University’s Human Participants Seminar and pass an online training test administered through the Penn State University’s Office for Research Protections.
Throughout the data collection period, ongoing interviewer training sessions are held to ensure data quality is maintained through 1) interviewer success in gaining respondent cooperation and 2) consistency in delivering the survey to respondents. CSR's professional staff and shift supervisors are responsible for training, supervising, monitoring, and evaluating the interviewer staff throughout the data collection period.
Employment opportunities at CSR’s telephone call center.