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(Computer assisted telephone interviewing)
In recent years, web surveys have overtaken all other forms of data collection, primarily for one reason: cost.
At various conferences and industry events, we've often heard about issues with respondent behaviour, be it fraudulent/ professional respondents (those who compete surveys, purely to collect an incentive), "satisficing" behaviours where participants "straight-line" or "speed" through grid questions or even more widespread concerns about the representativeness of the online sample.
What most researchers know is that people will behave differently with an interviewer moderating the collection. A good interviewer will know how to keep the respondent engaged with the survey or reassure them that their responses are important to the final client. The open responses are generally more deliberate and thought through with interviewers than they are to a simple "text box" online, while at the same time if an answer to a question of that type is too short, a good survey design will have the interviewer "probing" for more detail.
Maintaining a high quality call centre and the necessary staff is a serious investment, and with the downward pressure on pricing caused by web interviewing, there aren't as many as there were even 10 years ago. Luckily for us though, we have positive relationships with a number of CATI providers who we can arrange telephone fieldwork through. If necessary, we can even do the scripting of these studies ourselves before passing them to a call centre to execute the live collection.
We're happy to discuss any aspects of this with our clients. For example, we recently recommended that one client ran a survey via CATI because the incidence of their target sample was so low using online panels that it was actually far more cost effective to conduct the fieldwork in this mode, not forgetting the benefits of having interviewers helping with the process on a sensitive topic.