Trial Survey

Pain Point

Needed a contact centre to conduct staged participant surveys as part of a clinical trial

Overview:

  • The client was conducting a clinical trial which required follow-up surveys to be conducted with participants
  • They engaged us to provide an outbound calling capability and extensive reporting outputs
  • The campaign ran successfully for 12 months until Covid disrupted participation and was put on hold temporarily

Challenge:

  • Incorporating extensive questions and minimise verbatim responses
  • Low and sporadic volumes problematic to staff knowledge retention

Solution:

  • We customised a comprehensive script including over 30 fields of drop down responses to enable accurate analysis of survey data captured
  • We accompanied the script with information packs for our Agents to further provide consistency in the questioning techniques and capturing of the data.
  • We selected suitably qualified Agents to conduct the campaign as and when surveys fell due
  • We created a reporting suite that comprised calls handled and surveys completed

The final solution included:

  • Our flexible time-based Outbound Campaign Management service coupled withn campaign and call activity reporting for complete visibility of results and contact success rates
  • The client now has the confidence to return to us to continue the campaign and engage us for similar activities into the future

If you’d like to know more about our outbound survey services,

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