AUDIO MONITORING OF THE FIELD WORK IN TELEPHONE SURVEYS: INTERVIEWER’S OPINION

Authors

DOI:

https://doi.org/10.14515/monitoring.2016.5.06

Keywords:

audio monitoring, telephone interview, call-center, survey tools, interviewing methodology and techniques, supervision functions, interviewer’s role

Abstract

The article presents the callcenter interviewer’s response to the results of audio monitoring. The paper highlights the expert role of interviewer in communication. Attempts are made to figure out how the interviews understand the purposes of the field work control carried out by the customers, how they perceive its results, and how the results shape the work efficiency. The interview roadmap consists of five parts: supervision purposes, free associations, differences in methodological approaches to the field work control, reaction related to the audio control, and forms of presentation of results of the control. On the one hand, attention to the interviewer’s recommendations can increase the efficiency of the field work. On the other hand, it is important to make the audio control be a helpful tool for the interviewer for improving the quality of data collection. Based on the analysis of 17 semi- structured interviews with competent and skilled call-center specialists, the authors identify the interviewer’s perception of supervision purposes, associations with the word «control», the interviewer’s emotions resulted from the control results. Certain recommendations concerning the form of the presentation of supervision results are provided.

Published

2016-11-10

Issue

Section

THEORY AND METHODOLOGY