CATI (Computer-Assisted Telephone Interviewing) is a system used in call centers, especially for conducting structured interviews or surveys over the phone.
What to look for, when you’re deciding on the right CATI software for your call center?
Sample Management: The software should allow for the easy uploading and management of respondent lists, and it should be able to track who has been contacted, who hasn’t, and the outcome of each call.
Questionnaire Scripting: Users should be able to design and script questionnaires with various question types (e.g., open-ended, multiple choice, scale rating).
Logical Flow Control: The software should support conditional branching, skip patterns, and loop structures to guide interviewers through the questionnaire based on respondent answers.
Response Validation: This ensures that interviewers enter valid data. For example, if a question asks for a number between 1 and 5, the system shouldn’t accept a 6.
Real-time Data Entry: As interviewers input responses, the software should save data in real-time, reducing the chance of data loss.
Call Scheduling and Redial: The software should allow interviewers to schedule callbacks and automatically redial numbers that didn’t answer or were busy.
Supervisor Monitoring and Intervention: Supervisors should be able to listen in on interviews, provide assistance to interviewers in real-time, and monitor the overall progress of the project.
Automated Dialing: The CATI system can integrate with auto-dialers to automatically dial the next available number in the sample.
Multilingual Support: For diverse populations, it’s crucial that the software supports multiple languages, allowing interviewers to switch between languages seamlessly.
Time Zone Awareness: If the call center operates across multiple time zones, the software should be aware of the local time for the respondent to avoid calling at inappropriate hours.
Data Export and Integration: The system should provide options for exporting data to various formats (like CSV, SPSS, etc.) and integrate with other software as needed.
Data Visualization and Reporting: Real-time monitoring of results, with graphs, charts, and detailed reports to gauge progress and preliminary results.
Quality Assurance Tools: Options for recording calls, monitoring interviewer performance, and ensuring consistent data quality.
Security Features: Data encryption, access controls, and other security features are essential to protect respondent information and comply with data protection regulations.
Training and Simulation Mode: New interviewers should be able to practice on the system without affecting actual data.
Integration with VoIP and Telephony: To reduce costs and enhance functionality, the CATI system might need to integrate with various telephony solutions.
Customizability and Scalability: The software should be adaptable to specific project needs and be able to handle projects of varying sizes.
Help and Support: Accessible user manuals, training materials, and prompt customer support are crucial.
When selecting CATI software, it’s also important to consider the overall user-friendliness, the learning curve for interviewers, and the reliability of the software. Always check for reviews and ask for a demo or trial to ensure that the software meets your specific needs.
Looking for CATI software? Look no more.
Checker CATI is a solution that will incorporate all functions stated above, and more.
Performance-driven tools
A convenient Surveyor portal for your interviewers, outsourced partners, or home-based freelancers was specifically designed to ensure the onboarding and survey itself are as efficient as possible. As a manager, you will have access to an operation panel, with an opportunity to monitor live the performance and every assignment your interviewers have.
Data quality control
The data collected can be double-checked since it has never been easier to attach the audio recordings of the calls. Every interviewer and their performance can be ranked for further assignments.
Flexible dialing options
Within Checker’s CATI software, you have the liberty to pick either a manual or auto-dial. The latter will allow your interviewers to automatically call the next number according to your preset priority settings.
Priority Settings
Depending on the current state of the brand, and the information you want to gather, you can easily create your survey priorities and change them anytime.
Performance metrics
Define and control the performance targets by reviews per hour, average call duration, capacity rate, etc.
Report dashboards
Consolidated live reports and responsive dashboards with an individual design can be presented to end clients right away: no additional time spent to customize the report.
REQUEST A DEMO to learn more about how Checker can help your CATI research.
