Phone Surveys

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Market research 04 12

What are Phone Surveys?

Phone Surveys cvr

Phone surveying is a method of surveying that involves conducting surveys through phone calls. They usually involve the use of a CATI system in an outbound contact/call center where agents make outbound calls to respondents and ask them survey questions to obtain information. 

Phone surveys are cheaper than face-to-face surveys while still allowing the survey to be conducted in a conversation form. This allows the interviewer to ask respondents to expand on, or clarify, certain answers. It also allows them to ask open-ended questions.

How are Phone Surveys Conducted?

Phone surveys are often conducted with the use of a CATI (computer assisted telephone interviewing) system. CATI involves the use of contact center agents who make outbound calls to survey respondents through calls by asking questions and recording responses. 

The CATI system displays the phone number, and any additional information on the prospective respondent when the call is made. Additionally, with predictive or automated dialing, calls can be made without manual dialing, quickening the dialing process significantly. Agents usually follow a script that includes an introduction to the survey, the survey questions, and then a conclusion.

Phone Surveys

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Features to look for before choosing a CATI System

Face-to-face surveys can be categorized into two main types based on how interviewers approach respondents. The two types are:

Organizing and identifying calls made easy

Predictive Dialer

Predictive dialer technology automatically dials multiple numbers before connecting agents with a respondent. It eliminates the need for manual dialing and allows interviewers to focus wholly on their conversations with respondents. 

Identifying barriers

Multilingual Capabilities

Sometimes studies include a target population that consists of people who speak different primary languages. In such cases it is important that, not just the interviewer, but the CATI system too is able to seamlessly process multiple languages relevant to the study. 

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Live Monitoring

This feature allows supervisors to monitor a call between an agent/interviewer and a respondent while the call is going on. This can be used for training purposes.

Identifying barriers

Whisper Mode

Whisper mode allows supervisors to converse with an agent who is on call with a respondent, without the respondent being able to hear this interaction. This feature is used to train new agents on call or to help agents through difficult calls.

Organizing and identifying calls made easy

Call Recording

The call recording feature allows whole or partial calls to be recorded for future listening, client compliance, and/or to collect open-ended answers. 

Identifying barriers

Live-Updating Dashboards

Powerful dashboards that show you live statistics on drop rate, handle time, wait time, drop rate, and more, help you keep track of different contact center KPIs, allowing you to track your performance. 

Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Advantages of Phone Surveys

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Quick Data Collection

Data can be gathered quickly through phone interviews as responses are immediate and interviewers are often able to complete a large amount of interviews in just a day of work. 

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Representative Sample Size

As most people have phones and/or telephones, there is a large audience from which a sample group may be chosen. This increases the chances of getting a sample representative of the target population.

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High Respondent Participation

Phone surveys are conducted by trained interviewers that are personally reaching out to respondents, making it easier to secure respondent participation. Compared to email surveys, and other web survey methods, phone surveys are more unlikely to be dismissed by respondents.

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Insightful Responses

Phone surveys can help obtain more insightful responses relative to email or web surveys, as moderators can ask respondents to clarify or expand on certain responses. Additionally, open ended questions can also be asked, providing for more flexibility during the surveying process.

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Cheaper than Face-to-Face Interviews

Phone surveys allow you to reach respondents in a more intimate way through personal conversations, similar to face-to-face interviews. However, face-to-face surveys tend to be very expensive to conduct, and phone surveys can be employed as a cheaper alternative.

Disadvantages of Phone Surveys

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Inability to Observe Non-Verbal Cues

In face-to-face surveys, the interviewer can observe and record non-verbal cues. These cues can be integral in reflecting a respondent’s feelings on a subject. In phone surveys, however, the interviewer cannot observe interviewee body language and non-verbal cues cannot be observed or recorded.

Identifying barriers

Expensive

Although phone surveys can be considered as a cheaper alternative to face-to face surveys, they are still more expensive than a lot of other survey methods. As web and email based surveying methods do not require the employment of interviewers or moderators, they are much cheaper than phone surveys.

Organizing and identifying calls made easy

Time-Constrained

Phone surveys should be no longer than 15 minutes as respondents may start to get bored or frustrated after this point. This time constraint limits phone surveys and can curb the amount of data collected through the interview. 

Identifying barriers

Hard to Design

As phone surveys are conducted through voice calls, it is important that the questions are short while also being clear and precise. This may be a challenging task, making phone surveys tedious to design. 

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries