Worldwide Satellite Call Center
For Sara Lee / Douwe Egberts.

Goal: to create a worldwide network of market research agencies, capable of working together on a centralized CATI system, thus saving cost and increasing efficiency for international CATI market research projects.

Result: The network now encompasses call centers in Australia, Belgium, Denmark, France, Germany, Israel, Italy, Spain, The Netherlands, UK and USA.

Details: During the architectural phase we played a major role in translating the concept into a working system. We researched available solutions, liaised with suppliers, selected the most suitable candidate and implemented the software.

Once the technology was operational four to five agencies were selected per country. Each agency was screened on paper, by phone and on the internet first, then two to four agencies per country were selected for a visit. During the visit, we discussed the partnership with management and project leaders, inspected the facilities, evaluated the market research expertise and reviewed the companies long term prospects. In each country one agency was selected to become partner in the network.

The network utilizes a central server on which interviewers and supervisors of agency in each country can work. The system is a fully featured CATI system with call management, questionnaire scripting, quality control, project management, coding and sample management and security facilities.

Centralized project and technical management with local interviewing and quality control makes solid business sense: it has proven to be more flexible and provide better quality whilst substantially reducing cost.

Our responsibilities included: 

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