CMOR Survey Introduction Training: Coaching Other Performance Measures

1. CMOR Survey Introduction Training:Coaching Other Performance Measures

2. CMOR Survey Introduction TrainingCoaching Other Performance Measures Survey delivery is key to Interviewer success. There are also other performance areas that can be tracked, coached and evaluated. The Supervisor must be aware of how to measure these vital areas.

3. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Other Performance Measures: • Completes Per Hour (CPH) • Initial Refusal Rates • Callback Setting • Reading Verbatim / Avoiding Bias • Probing and Clarifying

4. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Completes Per Hour (CPH) • Completes Per Hour is calculated by dividing the total number of completes in an interviewing session by the total number of hours worked. Make sure Interviewers understand how CPH is calculated.

5. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Not every company tracks CPH as a performance measure. Use this section only if CPH is a standard. Coaching on Completes Per Hour (CPH)

6. CMOR Survey Introduction TrainingCoaching Other Performance Measures • The Interviewer’s CPH is compared to the expected CPH for a project. This gives Interviewers a chance to compare their production to what is expected. Coaching on Completes Per Hour (CPH)

7. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Tell Interviewers how dialing speed affects chances of completing a survey. More Dials = more chances for a complete Coaching on Completes Per Hour (CPH)

8. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Applying all the skills of being a good Interviewer leads to higher production and higher completes per hour. Coaching on Completes Per Hour (CPH)

9. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Encourage Interviewers to involve their co-workers in CPH comparisons. Suggest a contest to see who can achieve the highest CPH for a project or for the night. Coaching on Completes Per Hour (CPH)

10. CMOR Survey Introduction TrainingCoaching Other Performance Measures • At times, bonuses, prizes and other incentives can be awarded based on CPH. Coaching on Completes Per Hour (CPH)

11. CMOR Survey Introduction TrainingCoaching Other Performance Measures • CPH is one part of how Interviewers are evaluated. During feedback and evaluations, explain how quality, CPH and their work habits affect raises and promotions (Quality, Quantity, Dependability). Coaching on Completes Per Hour (CPH)

12. CMOR Survey Introduction TrainingCoaching Other Performance Measures • A basic initialrefusal rate is calculated by taking the number of initial refusals and dividing by the number of connected calls (completes, refusals, mid-interview terminates or partials, screen-outs or not qualified, call backs, etc.) Coaching on Initial Refusal Rates

13. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Initial Refusal Rates • Explain to the Interviewer the importance of the initial refusal rebuttal and refusal conversions. Turning around a refusal adds to the validity and representativeness of the sample.

14. CMOR Survey Introduction TrainingCoaching Other Performance Measures • By turning a refusal around, someone who may not normally do so will be given a chance to voice an opinion. Coaching on Initial Refusal Rates

15. CMOR Survey Introduction TrainingCoaching Other Performance Measures • And every refusal converted is one less phone number to dial. Coaching on Initial Refusal Rates

16. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Often, people who initially refuse participation in a survey later admit to enjoying the experience. Remember – each person’s opinion matters! Coaching on Initial Refusal Rates

17. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Initial Refusal Rates • Make sure the Interviewers have a list of refusal rebuttals at their desk and are familiar with the most common objections.

18. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Remind Interviewers that refusals are not personal. Share some of your own examples from your experiences on the phone. This will give Interviewers new ways to approach Respondents and remind them you have been in their position. Coaching on Initial Refusal Rates

19. CMOR Survey Introduction TrainingCoaching Other Performance Measures • A callback occurs when the desired Respondent is not able to complete a survey. This can happen either at the introduction, during screening or in the middle of the survey. Coaching on Callbacks

20. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Interviewers should be encouraged to use a positive assumptive approach in setting a callback, if company procedures allow it. • In other words, ask for the best time to callback. Do not ask for permission to call back. Coaching on Callbacks

21. CMOR Survey Introduction TrainingCoaching Other Performance Measures • When scheduling a callback, encourage Interviewers to obtain as much information as possible. The name of the correct Respondent, the best date and time to call back, and any applicable notes all help to produce asuccessful callback. Coaching on Callbacks

22. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Remind Interviewers of times when they attempted a callback without that information and how difficult it was to complete the call. • But also caution against entering / writing too much information. Coaching on Callbacks

23. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Reading verbatim means reading each questionexactly as written, omitting no words and adding no additional words. Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents

24. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Bias is when an Interviewer’s thoughts or opinions are shared with a Respondent and affect how a Respondent responds to the questions. Bias may be intentional or unintentional and can be difficult to spot. Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents

25. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Leading a Respondent is when an Interviewer, intentionally or unintentionally, influences the Respondent to choose a certain answer either through words or voice/tone inflection. Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents

26. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents • Explain the importance of reading verbatim. Every survey must be read exactly the same so all Respondents hear the same questions in the same way. This will preserve the integrity of the data collected.

27. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Reading verbatim will help avoid introducing bias to the survey or to the Respondent’s answers. Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents

28. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Reading verbatim and using the suggested prompts and probes will help the Interviewer avoid leading the Respondent. Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents

29. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Reading Verbatim, Avoiding Bias, and Leading Respondents • Examples of leading/bias: • Shall I put down… • Would you say that… • Do you mean that… • Good Answer! • Really? • Are you sure? • Wow!

30. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Probing is asking a Respondent for more detailed information. Coaching on Probing and Clarifying

31. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Clarifying is asking a Respondent to explain an answer already given or to fit the answer into a pre-coded list or scale. Coaching on Probing and Clarifying

32. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Probing and clarifying are important to ensure the Interviewer is collecting the correct data. Coaching on Probing and Clarifying

33. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Give Interviewers examples of neutral and/or positive probes. • Instead of saying, “Can you tell me anything else,” say, “What else can you tell me?” Coaching on Probing and Clarifying

34. CMOR Survey Introduction TrainingCoaching Other Performance Measures • Interviewers should avoid using probes to which the Respondent can answer “Yes” or “No.” Coaching on Probing and Clarifying

35. CMOR Survey Introduction TrainingCoaching Other Performance Measures Coaching on Probing and Clarifying • Other Probes: • What would you have me record? • I need one answer/a specific answer/an exact answer. • Anything else? • Could you be more specific?