Using manual dialing or a modem to make calls
If the project that you are working on does not use an autodialer, you will need to dial phone numbers manually. For projects that use an autodialer, you might still need to dial numbers manually if your supervisor wants you to do so. However, if there is a modem connected to your computer, you might be able to use the modem to dial phone numbers.
When you request a number to dial, the number and other associated details are displayed on the main screen (
The Phone Participants main screen) together with an introductory text to read to the participant.
Once you have made the call, you will either start an interview or select a call outcome from a list of outcomes. Some call outcomes will require you to enter additional information; for example, options to do with appointments prompt you to specify the appointment date and time. When the interview is finished, or you have selected a call outcome, you can request another number to call.
The “Auto contact selection” check box will be checked if the project has been set up to automatically select your next contact as soon as you finish your current call. When you reach the end of your shift or need to take a break, you can click the Cancel Current Contact button. This takes you to the standard page where you may choose Next Contact, Specific Contact, or Exit as appropriate. If you cancel this option you will need to click the Next Contact button at the end of every call to request a new participant to call. Your supervisor will tell you if you may do this.
You might be able to change the data in the Phone Number and Name fields if the current information is out of date. Click edit next to the text box, type the new details in the field, and then click save.
For details of the keyboard shortcuts you can use to click buttons and select call outcomes, see
The Phone Participants main screen.
To request a number and make a call
1 Click the Next Contact button:
2 If you do not want to dial the number you have been allocated, click the Cancel Contact button:
Then click the Next Contact button again when you are ready to make another call.
3 If there is a Dial Contact button as shown below, click it to use a modem to dial the participant’s phone number:
4 If there is no Dial Contact button, dial the phone number manually.
5 If the phone is answered, do the following:
▪If the participant details at the top of the page show the participant’s name, ask to speak to that person.
▪Read the introductory text.
▪Depending on the options that your supervisor has set, you might be required to ask the participant for consent to having the phone call monitored and recorded by your supervisor. If so, make sure that you record the participant’s response by selecting either the Yes or the No option above the introductory text.
To interview the participant
1 If the participant agrees to be interviewed now, click the Start Interview button:
The first question is displayed. For more information, see
Conducting interviews.
2 Complete the interview.
3 If you used the Dial Contact button to dial the participant’s phone number, you must click the End Call button (to disconnect the modem) after you finish the interview:
4 You might now be required to review the answers that you have just entered. For more information, see
Reviewing interviews.
5 If your next number is not selected automatically, click the Next Contact button to request another number.
To schedule an appointment
1 If the participant agrees to be interviewed later on, choose the call outcome that lets you make an appointment. For more information, see
Making appointments.
2 Enter the appointment time that the participant asks for, and click Submit.
The appointment is made.
3 If you used the Dial Contact button to dial the participant’s phone number, you must click the End Call button (to disconnect the modem) after you make the appointment:
4 If your next number is not selected automatically, click the Next Contact button to request another number.
Other outcomes
For all other outcomes, choose an appropriate call outcome from the list on the left of the screen. Most call outcome texts are self explanatory, but your supervisor will probably go through the list with you at the start of the project, especially if the list contains specialized options.
If you used the Dial Contact button to dial the participant’s phone number and you select any call outcome other than the one to make an appointment, the telephone call is automatically terminated. If your next number is not selected automatically, click the Next Contact button to request another number to call.
If you are working on a project where participants speak different languages, you will normally receive only records for participants whose language you speak. If it does happen that you are unable to communicate effectively with the participant, select either the “Language barrier” or the “Language recall” call outcome (your supervisor should tell you which one to use).
Some call outcomes, such as “Abandoned”, should be used only after the interview has started. It is important that you choose the most appropriate option from the list as this information will be used to plan future projects. If you accidentally select the wrong call outcome, let your supervisor know immediately so that it can be corrected.
See also
