Moderation and social engagement
Reviewing and responding on your channels, around the clock where the program needs it. AI can flag and sort. A person decides what a post means.
Services / Trust, safety and research
Some work should never
be left to a guess.
Moderation, fraud review, public-information lines and research interviews share one thing: a wrong call has consequences. We staff them with people trained to slow down, check and take the decision seriously.
- 24/7
- Public-safety engagement for a national agency
- 2013 to 2016
- The length of that program
The work
Four responsibilities.
Fraud prevention
A dedicated function reviews live and recorded conversations, runs awareness training and works directly with client fraud teams.
Emergency and public-information lines
Hotlines that have to be answered properly on the worst day. Since 2011 we have been partnered with the national disaster management agency, committed to support during isolated and national emergencies.
Telephone research
The full survey service: design, the interviewing platform, collection and analysis. An interviewer can clarify a question and reach people a web form never will.
In a client's words
DirecOne successfully performed a detailed and comprehensive Scope of Works 24/7 to meet the emphasis on public safety.
Research
Questions asked
by a person.
Telephone interviewing still earns its place: better answers, more of them, and from people that digital-only research misses.
01What we run
The whole survey, not just the calls
Survey design, the computer-assisted interviewing platform, response collection and data analysis.
- NPS and customer experience research
- Demographic and client-defined studies
- Sensitive-topic interviews under agreed data controls
- Longer surveys that hold up by phone
02Why by phone
Who a web form leaves out
People without a smartphone or reliable internet, people in remote areas, and people who are simply more comfortable talking a question through. An interviewer can also explain what a question means, which a form cannot.
Practical questions
Asked before most engagements.
How are people vetted for sensitive work?
Recruitment includes due diligence and background checks. All staff complete information security and cybersecurity certification every quarter.
Who sets the rules for moderation decisions?
You do. Sensitive work is scoped to procedures, access and decision authority that you approve, and anything outside them is referred to you.
Can research data be kept under our controls?
Yes. Data handling is agreed before the study begins, including what is collected, where it is held and who may see it.
Start here
Tell us which conversations you have.
We will tell you who should lead each one.
A direct conversation with the people who run the operation. Expect a view on scope, a pilot design and a timeline.