Our client, a leading market research agency (MRA) on behalf of a dental device manufacturer, sought to gather insights from healthcare professionals (HCPs) to assess their readiness and opinions regarding a new product. The data collected would support the end client’s product launch strategy.
Challenges
To effectively address the client’s needs, we conducted detailed briefing sessions to clarify their goals and target demographics. The project presented several challenges, including the careful management of specialty-specific provincial quotas, a limited match list and panel counts, and a request for early project delivery within three weeks instead of the initially estimated four weeks.
m360 Research’s Solution
m360 Research proposed a dual approach that combined panel and custom phone recruitment. Our dedicated team of 50 skilled phone recruiters was equipped with tailored scripts and FAQs to address potential queries, enabling us to implement the following strategies effectively:
- Robust Call Management System: We utilised a call management system with real-time monitoring, which facilitated efficient scheduling, minimised interviewer downtime, and tracked call progress.
- Customised Email Invites: Personalised emails were sent to respondents recruited over the phone, encouraging faster participation.
- Quality Assurance Processes: A comprehensive quality assurance programme was established, encompassing regular call audits, supervisor reviews, and real-time feedback for interviewers to maintain high standards of data accuracy.
- Customised Reporting: The call centre developed a tailored reporting format that allowed the client to quickly access and analyse key insights, featuring custom dashboards and periodic progress reports.
- Scalability and Flexibility: m360 Research ensured scalability to manage increased volumes during peak periods while remaining flexible enough to adapt to any changes in project scope or objectives.
Client Impact
As a result of these efforts, m360 Research successfully achieved 250 completes within three weeks. The phone team conducted 3,200 calls, resulting in 95 respondents. By optimising call timings, we effectively reduced participant drop-off rates, maintaining a call-to-completes ratio of 3% throughout the fieldwork. Key accomplishments included:
- Timely Completion: Project finished within the accelerated three-week timeline, meeting the client’s request for an early delivery.
- Data Accuracy: Achieved a 98% accuracy rate in data collection with minimal respondent refusals, ensuring reliable insights for the client.
- High Client Satisfaction: Positive feedback from the client on the professionalism and expertise of the team, reflected in a Net Promoter Score (NPS) of 10 points.
Interested to learn more? Let’s discuss how our expert phone recruitment team can support your next study.
