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CATI works just as the name implies – a live person uses a computer as an aid in interviews using an automated script. As the interviewer gets a response from the person on the phone, the answers are inputted into the computer to be used as data for analysis and outputs such as statistics, trends, patterns, and other market research. For surveys and similar marketing programs, CATI works great and adds significant speed and value to data capture. For instance, when a person answers yes or no to a question, the CATI software will automatically provide the interviewer with the appropriate next question.
A yes response mobile number list may result in further questions that dig deeper, while a “no” response may initiate an action to end the survey with a thank you. The pitfall: No real human interaction or intelligence added CATI certainly serves a purpose in market research and accelerates the collection of survey data, Nor does it facilitate a deeper collection of insights that can only come from an interactive conversation between two live people. The humanizing factor in voice calls allows the person initiating the call to: Build a real connection.
In a free-form conversation, the caller has the immediate opportunity to start building a relationship with the person on the receiving end. “Hear” emotion. Empathy is something that is only achievable in a free-form voice call, and the ability to hear the emotion of the person called is critical, especially if the person is an unhappy or frustrated customer. Discover the unexpected. When there is a precise script to be followed, like in CATI software-driven calls, the caller is unable to change gears when the person being called says something unexpected.
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发表于 2023-4-16 15:04:37