Call Scheduling: Theory and Practice
Carley-Baxter, L., Triplett, S. E., Evans, B., Suresh, R., Thissen, M. R., & Baxter, R. (2006, January). Call Scheduling: Theory and Practice. Presented at Second International Conference on Telephone Survey Methodology, Miami, FL.
Utilizing optimal call scheduling is one way to minimize non-response. In order to optimize call scheduling, it is important to have both a flexible call scheduler that can utilize multiple parameters for prioritizing and delivering cases, as well as sufficient data to illustrate when sample members are at home and can be contacted. This paper builds on prior discussions of call schedulers by detailing key features of call schedulers and linking these features to call outcomes. In addition, this paper expands prior discussions of optimal call scheduling which have typically limited their review to one study by presenting an analysis of both successful call attempts and refusal conversion for different types of samples (list versus RDD), waves of data collection (baseline versus follow-up), and populations (e.g., youth, adults over 18, and workers).