![Focus #2: Spam Calls
~90-95% of adults own a cell phone1,2; 77% own smartphones2
The FTC received 63,000 Robocall complaints / month in 2009; 375,000
complaints / month in 20173
Spam phone calls has jumped from 3.7% of total calls in 2017 to 29.2% in
20183
Learning Objective: How can survey research companies combat this
problem?
3
[1] Blumberg SJ, Luke JV. Wireless substitution: Early release of estimates from the National Health Interview Survey, January–June 2018.
National Center for Health Statistics. December 2018.
[2] Pew Research Center. Internet & Technology Mobile Fact Sheet. https://www.pewinternet.org/fact-sheet/mobile/. Accessed May 21, 2019.
[3] Marketwatch: https://www.marketwatch.com/story/heres-why-youre-getting-so-many-spam-phone-calls-2018-10-12. Accessed May 21,
2019.](https://image.slidesharecdn.com/g-bermanfacilitationifdtc2019-190603123212/85/IFD-TC-2019-Technical-Challenges-and-Solutions-in-Center-Management-3-320.jpg)
IFD&TC 2019: Technical Challenges and Solutions in Center Management
- 1. Session 8c – Field: Technical Challenges and Solutions in Center Management Panelists: Steve Coombs, University of Wisconsin Survey Center Kallan Larsen, University of Michigan Survey Research Center Kate Hobson, NORC at University of Chicago Facilitator: Lew Berman, ICF May 21, 2019
- 2. Focus #1 – Call Center Monitoring To maximize quality survey telephone call centers utilize elaborate programs including activities such as data review, rigorous hiring practices, routine training, and interviewer monitoring. Monitoring has included activities such as, Interviewer speech, demeanor, and behavior effects and the impact this may have on respondent answers Data fabrication and falsification Consideration for differences between factual questions or attitudinal questions (Groves and Magilavy, 1986) Impact of not reading question as exactly worded or at a rapid pace (Marquis and Cannell 1969, Lansing et al, 1971) Learning Objective: What practices, procedures and tools are being used to advance call center monitoring? 2
- 3. Focus #2: Spam Calls ~90-95% of adults own a cell phone1,2; 77% own smartphones2 The FTC received 63,000 Robocall complaints / month in 2009; 375,000 complaints / month in 20173 Spam phone calls has jumped from 3.7% of total calls in 2017 to 29.2% in 20183 Learning Objective: How can survey research companies combat this problem? 3 [1] Blumberg SJ, Luke JV. Wireless substitution: Early release of estimates from the National Health Interview Survey, January–June 2018. National Center for Health Statistics. December 2018. [2] Pew Research Center. Internet & Technology Mobile Fact Sheet. https://www.pewinternet.org/fact-sheet/mobile/. Accessed May 21, 2019. [3] Marketwatch: https://www.marketwatch.com/story/heres-why-youre-getting-so-many-spam-phone-calls-2018-10-12. Accessed May 21, 2019.
- 5. Focus #2: Smartphone 5App Blocking App Blocking Contact Blocking Carrier Blocking Southern Woman Medical Emergency
- 6. Session Logistics Layout Introductions by panel members – 20 minutes Call center monitoring approaches – 20 minutes Spam blocking approaches – 20 minutes Q&A – 15 minutes Panelists Steve Coombs, University of Wisconsin Survey Center Kallan Larsen, University of Michigan Survey Research Center Kate Hobson, NORC at University of Chicago Facilitator to open session with questions, however, the session is meant to be interactive so please ask questions 6