Call Centre Services

The Pele Research Call Centre has gained a solid reputation for expertise and success in cold call recruiting, executive interviewing and telephone surveys dealing with sensitive subject matters or very low incidence respondents. You will find that we can offer your company very competitive rates, excellent speed on completing the project at hand and great attention to detail.

Our central geographic location offers unparalleled access to potential respondents across all North American time zones. In addition, we employ a loyal group of highly trained and experienced interviewers, providing a more personalized and professional interview experience.

Focus Group Recruitment

Pele Research has an exceptional reputation for the recruitment of focus group participants across North America from major urban centres to smaller rural based communities to Canada’s remote Arctic. All candidates are carefully screened to ensure groups of articulate, expressive participants.

Our services have been used by many of the leading companies across North America who return to use our services because of our quality recruitment. As researchers, we know that the validity of any research study is highly dependent on the quality of the participants. There is nothing worse than having a less than qualified group of participants.

Some of the strategies we employ in the recruitment of participants for focus groups:

• Our recruiters interview potential participants to assess how well they will represent themselves in the focus group session
• To ensure attendance, we also re-contact the individuals selected, and re-recruit additional participants if necessary to guarantee the minimum number. As a result, our call centre team has an established track record for demonstrably consistent and high show rates.
• All participants are put through a final screen by our Call Centre Manager to assure they will contribute positively to the focus group discussions.

Telephone Surveys

• Interviewing procedures - Our interviewing procedures meet  and exceed the standard set by the Professional Market Research Society.
• Supervision - All interviewers are fully supervised. At least one supervisor is assigned to eight interviewers.
• Monitoring - Random checks are performed on interviewers.
• Pretest - All interviewers are fully briefed with a practice run.
• Verification - A minimum of 10 to 15% of telephone survey interviews are verified through monitoring and call-back controls to assure accurate data.
• Coding and keypunching - Coding and keypunching are handled by our experienced staff to assure minimal error. Our staff is carefully supervised to allow them the opportunity to clarify and rectify any problems that may occur at this stage in the process.
• Data processing - Data analysis is performed by using SPSS.

Customer / Client Satisfaction Programs

Current marketing methods place emphasis on developing strong relationships with the customer. Positive word-of-mouth is known to be the most effective means of promoting and marketing services.

All too often, a negative impression might be left over an issue in service that could be easily resolved, if the opportunity was given. The value of a good customer satisfaction program can not only identify issues that may create a negative impression, but also provide the means for resolving these issues before or reputations are damaged and clients are lost. Customer satisfaction, as measured over time, can also identify aspects of service that are not meeting customer expectations, and allow businesses to address an emerging problem before it impacts on customer perceptions.

Customer satisfaction programs can be undertaken on a monthly or quarterly basis and solicit the perceptions of established or new clients. The survey instrument can cover aspects from general satisfaction with service to office efficiencies. Reports can range from simply providing cross tabs to allow your members to chart their own progress, to in-depth analysis and Importance / Performance perceptual mapping. Monitored over time, a customer service program will allow you to make the changes that will increase customer satisfaction and loyalty.

Pricing for the customer service programs are dependent on sample size, length of questionnaire and reporting options selected.

We recognize the issues regarding the use of client databases for conducting this type of research. We provide confidentiality agreements and the assurance that all databases are destroyed upon the completion of any survey we undertake.

Web Lab

The exponential increase in e-commerce has led many of our clients to consider evaluating their web site as part of their marketing strategy and communications planning. Pele Research has recently established “Web Lab” capabilities to allow our clients to evaluate their web sites and Internet-based information.

The lab consists of ten secured high-speed networked laptops (eight participants, one moderator and one client) with an overhead projection screen. This configuration and allows focus group participants to explore our clients’ web site and offer opinions as to ease of maneuverability, information content, graphics, etc. and for the moderator to project and discuss an individual’s navigations with the entire group. While the moderator is interviewing the group, the client can connect with any of the laptops and watch the navigation paths of any of the 8 participants at any time in addition to the laptop being projected on screen to the entire group.

Our web lab has been a popular choice for several clients who are looking to develop and enhance communications with clients and potential through their websites.