Abstract:

This paper however focuses on ways that CAPI (Computer Assisted Personal Interviewing) when linked with other technological developments can bring the same benefits to our operational departments. It describes how we can gain increased efficiency and process control and proposes a means of en- capsulating interviewer quality data and using it in a practical way. Whilst the examples given are based upon CAPI with a few changes to the specifics described below they can also be applied to CATI (Computer Assisted Telephone Interviewing).