We have trained phone interviewers based in our Hamilton NZ office. They recognise their roles as ambassadors for the engaging organisations as such they:

• engage with respondents in their time and in their terms.

• take a passive approach to asking questions so as not to bias the answers, but have the ability to probe - ask why if necessary.

• alert their immediate manager to any major issues that may require immediate attention - we then notify our client, we don't wait until the end of the review (we ask the respondents permission first).