The business process outsourcing services have, fundamentally, reshaped the outlook of whole corporate world. The support of customer relationship management through strategic business solution has achieved the aim of increasing the level of customer satisfaction for a business enterprise. Many call centers offer a wide variety of BPO services through which a business entity can meet the end-to-end customer service requirements efficiently. The services offered by these call centers are inbound call center service, outbound call center service, Computer Aided Telephone Interviewing (CATI), live chat, email support services and many more.
CATI is a technique of performing survey through telephones in which the interviewer uses a script provided to him by computer software. This software also enhances the accuracy of data which will be obtained by a respondent.
In a CATI, a computerized questionnaire is administered to a respondent over the telephone. The interviewer sits in front of a computer which, when instructed, dials the telephone number of the respondent to be called. Finally, the answers given by the candidate are recorded in to the database of the company by the computer.
A CATI Survey or telephonic interviewing is recommended when the target of a business unit is the general population and it requires the support to provide clarifications and explanations to the questions asked by the customers. The possible reach of a telephonic survey is very large as the statistics have shown that telephone has become the ideal medium for contact with the general population.
The telephonic surveys allow a business entity to rapidly contact with respondents. Additionally, the interviewers can store the complete and substantive answers from respondents into the database. Through these surveys, the interviewer can also ask for more clarification and elaboration related to responses.
In conclusion, it would not be wrong to say that over a period of past few years, the telephonic interviews have gained enormous popularity in the international market because of its various advantages like cost effectiveness, time saving, affordability, accessibility and enhancing the productivity of the whole business organization. Hence, no one can deny the fact that telephonic interviews have totally changed the face of the international business.
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