Author: Frank Buckler, Ph.D.
Published on: October 19, 2021 * 5 min read
CATI stands for Computer Assisted Telephone Interviewing. Just as computers have replaced the clipboard and questionnaire in face-to-face fieldwork, CATI has replaced traditional telephone interviews. It is best to structure interviews carried out in large numbers where all possible answers have been worked out.
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We will discuss the reasons and the impact of the CATI bias. First, we understand the two types of bias that are:
You can use the following techniques to avoid the CATI interview bias.
“I get you.”
Or if you don’t comprehend anything, you can ask:
“What do you mean?”
So, these phrases of active listening have low influence in terms of what the customers will say but still probe them to talk more.
It is a MUST to replace manual transcription with:
The AI-powered categorization is available as API-based cloud services. You can categorize in real-time what your customers are saying. The same algorithm we use to categorize the feedback is real-time capable. So, you need to do this little automation to improve your feedback quality.
So far, we discussed that telephone interviews are significant because the quality can be very rich. There’s nothing better than having a human speaking with your customers. Using open-ends in this form is very nice, but the bias of the interviews is quite huge. So, prefer combining manual active listening with machine-made transcription and coding.
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