A key feature of Voxco's VCC (Virtual Call Center) technology is that it implements CATI (Computer Assisted Telephone Interviewing) using web technology. In CATI collection:
An agent/interviewer interacts directly with the survey (not the respondent);
Project cases or records are usually centrally dispatched i.e. a sample or calling base is involved;
Interviewers/agents can have their own cases to call-back (hard call-backs);
The PRONTO predictive dialer may be in operation to dial cases and pass live calls (interviews) to the interviewer/agent.
The screen shot below, provides an example of a typical screen presented to the interviewer from which to start the next interview. A brief summary of the key action items is presented here:
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Command |
Description |
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New Call (Alt+N) |
This button/command requests the dispatch of the next case to the interviewer. The case dispatched will depend on the project's soft call-backs, strata/quotas situation etc. Note: If the PRONTO predictive dialer is being used, clicking on this button will enable the agent to receive live calls from the dialer. |
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Call-back (Alt+C) |
This button/command will dispatch the call-back which is currently selected in the call-back list presented on the screen. To select a call-back from the list, click its radio button on the left-hand side of the list. The cases are coloured according to their status:
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Open the selected case (record) (Entry field and OK button) |
When the CATI module's Case Retrieval Option is not set to 'Blocked', the interviewer can retrieve and open a case by specifying its case (record) number or telephone number. The Record and Tel radio buttons determine whether the content of the entry field is interpreted as a case number or telephone number respectively. The case is opened by clicking on the OK button. Note, however, that if the Case Retrieval Option is set to 'Restricted' that cases which are completed or have been withdrawn from the field will not be accessible this way. Note: This command adds a new call to the case's call history. |
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This button will open the questionnaire for the case specified in the entry field i.e. through its case (record) number or telephone number. Notes:
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This button will open the case specified in the entry field i.e. through its case (record) number or telephone number, and present the open-ended responses for editing. Notes:
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Sorting the call-backs list |
You can sort the items by clicking in the header of the column on which you wish to sort. In the example above, the list is currently sorted by Call-back date - this can be seen by the sort key icon displayed in its header. |
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Memo button |
A click on this button will display, for this case (in call-back state), the contents of the F6 (memo) question edited by an interviewer using the F6 button during a previous call. |
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History button |
A click on this button will display, for this case (in call-back state), a list of all calls during which a 'call note' was taken. Note: The project must have been configured with a 'call note' question (see Project Field Settings). Each call shows date, time and call result, and the 'çall note' is displayed in the line that follows. The default order in which the calls are displayed may be either ascending or descending depending on the system configuration. The interviewer can reverse the order by clicking on 'Call' at the head of the leftmost column.
The 'Display all calls' command enables the interviewer to view all calls, regardless of whether any 'call notes' were taken (see the command in the above screenshot). The result is shown in the screen-shot immediately below.
If the interviewer then wishes to see only the 'call notes', calls without notes can be hidden again (see the 'Hide calls without notes' command in the above screenshot). |
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Quit |
This button quits the project. Note: If using the Firefox browser, the Alt+N and Alt+C keyboard shortcuts do not function. |
