CATI (Computer Assisted Telephone Interviewing) | 4Service Group

CATI (Computer Assisted Telephone Interviewing)

Telephone surveys (CATI)

Computer Assisted Telephone Interviewing (CATI or Telephone Surveys) are an efficient way of collecting information while conducting quantitative market research. They take place on the telephone and respondents are asked questions from a pre-designed questionnaire.

The main advantages of telephone surveys are efficiency, relatively low costs, the availability of a large variety of tools for quality control as well as the possibility to interview any hard-to-reach categories of respondents. All conversations are recorded and the audio recordings can be listened to at a later date.

During telephone surveys, calls can be made to randomly generated numbers and also to specially selected respondents that have been previously provided by the customer.

In telephone interviews, 4Service uses special solutions for companies serving the mass market.

CATI is a method used to collect quantitative information by conducting telephone interviews using a clearly structured questionnaire. 4Service uses two communication platforms to implement CATI: Infinity and Oktell.

Who can benefit from telephone surveys?

Chain stores and companies working to improve the quality of their customer service while keeping a finger on the pulse of consumer trends often benefit from telephone surveys, as do companies interested in carrying out of various types of search studies.

What tasks can be solved by telephone surveys

  • The study of customer satisfaction with a particular product or service (SCI, NPS)
  • The segment research of various markets
  • Market research with the aim of discovering what products are popular, where to buy certain products, in which regions the products or services are most in demand
  • The analysis of competitors, understanding competitors’ positions on the market;
  • NPS-management, an action plan is implemented with the help of a contact center.

Why companies choose telephone surveys by 4Service

  • We have already carried out more than 70 000 effective calls with a 100% implementation rate of client requests;
  • We develop the unique questionnaires to target specific aspects of businesses based on the individual needs of our clients;
  • We make calls to anywhere in the country around the clock;
  • We are able to quickly reach a large target audience
  • We offer an individual approach and adaptability
  • Our method is more economical compared to other methods of information collecting.
  • Our clients receive a full text report of the call (on request).
  • Our quality is guaranteed. The data collected during our calls is always validated.
  • Our speed is unrivaled. The statistics collected during the call are collated and put into a report 24 hours later.
  • The results are put into tables, diagrams, dashboards for ease of viewing;
  • We have experience with B2B. We work with legal entities and we interview leading specialists in various fields of business and industry.



32%

of Ukrainians buy jewelry once a year

Survey

37%

of respondents are annoyed by Viber/WhatsApp messaging

Research

-4.3

on insurance companies’ industry

NPS

30%

of Europeans are satisfied with the speed of service they receive

Brand Health

29%

of respondents are surpassed with the expectation of non-standard consultation in clothing stores

Poll

92.4%

of customer conversations are about their experience with people

Web Social Media

+30%

increase in the quality of customer service received during public holidays

Mystery Shopping

63%

of customers expect companies to offer customer support via social networks

CAWI

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