The Survey Research Centre maintains an 18 station Computer Assisted Telephone Interviewing (CATI) call centre housed within the Statistics department of the University of Waterloo. We conduct random or recruited sample telephone surveys for academic researchers and non-profit organizations. The call centre operates six days a week, Sunday through Friday. Calling hours vary by time zone. We make several attempts to reach a household in order to maximize response rates and sample representativeness. Call attempts are varied by day of the week and time of day.
Our interviewer staff consists of undergraduate and graduate students. We look for top students with an interest in primary research and excellent communication skills. Interviewers receive extensive training, both in general operations and for each specific study. To maintain data quality and maximize efficiency, interviewing staff are subject to several quality control measures. Interviewers are monitored throughout their shifts, productivity is tracked, and evaluations are given on a nightly and weekly basis. Re-training sessions occur on a regular basis.
We have a group of bilingual interviewers (French and English) for national surveys, as well as a small staff of Spanish speaking interviewers.