CATI outsourcing services – case study

 

CATI services to a health insurance companyClient:

A reputed health insurance company in Texas contacted us for CATI market research services. The client was offering multiple insurance plans and was a leading player in the domain.

Requirement:

The requirement was to interview their 1500 clients and 2500 clients of their competitors. The purpose was to gauge the level of preference of referral management in light with a specific plan for health insurance. The methodology adopted by us was Blind Phone Survey.

Challenges

During the process, there were some serious challenges that had to be addressed. There were many other similar products in the market. 4 different quotas of different sections across 1500 surveys had to be achieved. Above all, the client gave us a very stiff deadline.

Solution

We initiated an immediate meeting and conducted an extensive brainstorming session followed by which we provided a day’s training program for our selected members to carry out the project. Our strategists framed a 15 minute surveying program including 20 questions. 12 were multiple-choice ones while 8 were open-ended. We adhered to client’s guidelines- respondents were not physicians, employees of any hospital or marketing agencies. A total of 15 interviewers conducted the survey and within 3 weeks, entire processes were successfully completed.  Quality check experts verified complete data screen and voice records.

Outcome

We created interview screens successfully by means of CATI application (Industry Standard). Complete data screens and voices were presented to the client. We completed project well ahead of the deadline while maintaining an accuracy of 99.5%.  Our experts worked extra-efficiently to ensure that the work gets completed within client budget. We helped the client in achieving 45% saving in regard of cost when compared to CATI service providers in US. The customer was expecting 60-70% conversion but our quality services helped him achieve more than 90% conversions. Throughout the process, we took tactical steps to assure that the responses by interviewees stayed unbiased.

Results

Owing to the grand success, the customer referred our CATI outsourcing services to many other businesses in Texas. He later on reached us many times for similar services.

If you have any CATI related requirements, contact us. Our company tries to serve more customers while assuring better services to the existing ones.