increase in answer rate
increase in calls lasting over 60 seconds
decrease in calls lasting less than 15 seconds
The organization shifted from a 100% cold-call landline surveying strategy to a recruitment-by-mail model, where phone numbers are now gathered from respondents via a mailed paper questionnaire. Because of this change in methodology, they conduct upwards of 70% of their calls as “warm follow-ups” to a predominantly mobile phone population.
With mobile calls marked as spam and lacking brand identification, potential respondents were unable to understand the purpose or nature of the call and oftentimes made the choice not to pick up. Unidentified calls were especially impacting their ability to collect data from younger populations who were even less likely to answer a call from someone they didn’t know. Contact rates started to decline, which reduced the firm’s ability to achieve the desired speed, size and diversity of survey samples collected. In turn, this began driving an increase in the cost of telephone data collection and overall survey costs.
Within weeks of implementing Hiya, the market research organization saw an overall lift of 81% in call answer rates, a 33% increase in calls over 60 seconds, and a 48% decrease in calls lasting under 15 seconds. Hiya's robust analytics and insights prove invaluable to their lead data analyst. “Hiya provides us data in so many forms that it really helps us understand the impact to our contact rates.”
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