SK&A: QUALITY FIRST

SK&A Information Service's outbound Research Center is unique in the industry

SK&A isn't just a call center. Our outbound calls are 100 percent focused on primary market research and data collection. In addition, many call centers suffer attrition rates as high as 70 to 90 percent per year. SK&A's 90 percent retention rate is the envy of the industry. We have long established relationships with over 300,000 healthcare facilities. Often the same research associates collect and verify health care information with the same contacts every six months. In other words, SK&A and its staff form a bond with these healthcare providers that is unequaled by our competitors.

Turnover is one of the biggest issues facing call centers today and it's not going to get better any time soon. Our selection process uses evaluation tools and behavioral interviewing techniques to ensure we are getting the best possible candidates for our Research Center team. We look for people who have an inquisitive mind that leads to a quest for continuous learning. Coupled with excellent phone and customer service skills, candidates are positioned for success and a long term commitment. Only one in twenty applicants makes the cut for employment consideration.

The training program for new Research Associates also sets SK&A apart from its competition. The program is so thorough that by the time our Research Associates are actually on the phone they know exactly what to expect and how to respond in any given situation.

Furthermore, Research Associates continue to improve their skills following training because they are never quite on their own. SK&A's Quality Monitoring program in which their performance on the phone is monitored in real time ensures that (a) they are rewarded for a job well done and (b) they strive to improve the manner in which they acquire data as they represent SK&A.

Our Performance Incentive program provides both motivation and monetary compensation in incremental levels, based on individual performance with bimonthly incentives. In conjunction, our Circle of Excellence award program is designed to recognize and reward Research Associates who consistently excel by achieving the optimum level attainable on database specific performance objectives. Top achievers are given awards on a monthly basis.

The morale building program is center stage in the Research Center. Simple principals are incorporated into the overall philosophy, as well as, the daily routine. Monthly we offer a welcome respite from the Research Center routine and also provide an opportunity for coworkers to socialize, and reinforce the team spirit. The camaraderie that develops among our Research Associates is a defining factor in our retention and subsequent consistent success.

In combination with long term employee retention, the Research Center management team is comprised of seasoned and dedicated managers with an average tenure of over 10 years with SK&A. All have come up through the ranks and possess the in-depth knowledge that comes from a long term relationship with the healthcare industry.

Our retention of seasoned employees, in conjunction with a long term, seasoned management team combine to provide the optimum arena for success and the proof is in our products.

The culmination of our success is our data quality. Our in-house Quality Assurance team monitors 1 to 10 calls which is one of the highest ratios in the industry. Our data files are individually audited for quality and accuracy and, in addition, our files undergo outside data quality inspection annually under BPA auditing procedures.

SK&A's consistent, reliable and accurate data provides the foundation for our clients to make informed business decisions and is the basis for our Data Quality Technology. Our data management goal is to provide the infrastructure to transform raw data into usable, corporate information through Custom Primary Research, Healthcare Market Research and Data Processing Services.