Course Introduction
Rapid evaluation studies provide timely evidence for understanding programme performance, assessing service delivery, identifying emerging challenges, and informing decisions when conventional field research may be too slow or costly. Computer-Assisted Telephone Interviewing (CATI) enables research teams to administer structured questionnaires remotely using digital interviewing systems that support consistent question delivery, automated skip patterns, response validation, and centralized monitoring. This course equips participants with practical skills to design, implement, supervise, and evaluate CATI-based research for rapid programme assessments, beneficiary feedback studies, service quality reviews, and other time-sensitive evaluation assignments.
The course introduces the methodological and technical foundations of CATI, including telephone survey design, questionnaire programming, respondent selection, call scheduling, interviewer workflows, and electronic data management. Participants examine how telephone-based research differs from face-to-face interviewing, particularly in relation to respondent engagement, interview duration, question complexity, coverage limitations, and non-response. The training emphasizes the importance of matching research objectives with an appropriate sampling strategy, developing concise and understandable questionnaires, and establishing standardized calling procedures that protect data quality while enabling teams to collect useful evidence within tight evaluation timelines.
A major component of the programme focuses on programming effective telephone questionnaires using CATI software and related digital survey platforms. Participants learn to structure question sequences, configure skip logic, apply validation rules, manage response categories, implement eligibility screening, and capture call outcomes. Practical exercises address baseline follow-ups, beneficiary satisfaction, post-distribution monitoring, service accessibility, programme awareness, and rapid outcome assessments. The course also examines how questionnaire testing, pilot calls, and interviewer feedback can identify confusing wording, technical defects, excessive interview length, and other issues that could compromise response rates or the reliability of evaluation findings.
The training provides detailed guidance on managing telephone fieldwork under operational constraints. Participants learn to organize call lists, assign respondents to interviewers, schedule callbacks, document unsuccessful contact attempts, and monitor interview completion. They explore the roles of supervisors in reviewing interview performance, supporting interviewers, checking unusual response patterns, and resolving technical or procedural problems. Additional attention is given to call disposition coding, refusal management, respondent availability, contact protocols, and progress monitoring through operational dashboards or reports supported by the chosen platform. These practices help evaluation teams balance rapid data collection with methodological consistency and transparent fieldwork documentation.
Ethical interviewing, privacy, and responsible use of telephone contact information are central to the course. Participants examine informed consent, voluntary participation, confidentiality, secure handling of telephone numbers, appropriate contact frequency, and procedures for interviewing respondents who may be uncomfortable or unable to continue. The programme also addresses sampling limitations, telephone ownership gaps, language barriers, recall errors, social desirability bias, and the risk of excluding groups with limited telephone access. Participants learn to interpret response rates and findings cautiously, document methodological limitations, and consider weighting, triangulation, or complementary data sources where appropriate to improve the credibility of rapid evaluation conclusions.
By the end of the training, participants will be better prepared to plan and manage CATI studies that deliver timely, structured, and decision-relevant evidence. They will understand how to coordinate questionnaire development, interviewer preparation, sample management, fieldwork monitoring, data quality assurance, and reporting within a unified evaluation workflow. The skills are applicable to humanitarian response monitoring, public service assessments, health programme evaluations, social protection reviews, customer satisfaction research, and development programme learning. Through practical exercises and implementation-focused guidance, the course promotes more efficient telephone research, stronger respondent protection, and more reliable evidence for programme adaptation and management decisions.
Duration
5 days
Who Should Attend
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Monitoring, evaluation, accountability, and learning professionals conducting rapid assessments and programme evaluations.
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Evaluation researchers responsible for designing telephone-based data collection studies.
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Survey statisticians and methodologists developing sampling and respondent selection strategies.
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CATI questionnaire programmers configuring digital telephone survey instruments.
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Call centre supervisors managing interviewer teams and telephone survey operations.
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Telephone interviewers responsible for administering structured evaluation questionnaires.
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Fieldwork coordinators managing respondent contact lists, callbacks, and daily interviewing schedules.
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Data managers responsible for quality assurance, survey records, and dataset preparation.
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NGO programme officers conducting beneficiary feedback and post-intervention assessments.
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Humanitarian monitoring teams implementing rapid response and post-distribution evaluations.
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Public health researchers conducting remote follow-up surveys and service experience assessments.
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Customer experience and market research professionals implementing telephone-based feedback studies.
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Research consultants delivering time-sensitive socioeconomic and programme evaluation assignments.
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Government monitoring teams assessing public service delivery and beneficiary experiences.
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Project managers who need timely evaluation evidence to support operational and strategic decisions.
Course Objectives
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Explain the principles, applications, strengths, and limitations of Computer-Assisted Telephone Interviewing in rapid evaluation and time-sensitive research environments.
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Develop CATI survey designs that align evaluation questions, target populations, sampling approaches, respondent eligibility, and study timelines with the intended analytical objectives.
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Program structured telephone questionnaires using appropriate question types, branching logic, validation rules, consent procedures, and standardized call outcome codes.
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Apply practical techniques for improving respondent engagement, questionnaire clarity, interview flow, and completion rates without compromising ethical standards or methodological quality.
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Establish structured call management procedures covering respondent assignment, contact attempts, callback scheduling, refusal recording, and documentation of non-response.
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Organize interviewer training, supervisor responsibilities, quality control routines, and technical support procedures for consistent implementation across telephone survey teams.
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Monitor fieldwork performance using available operational indicators, including contact outcomes, interview completion, interview duration, and emerging patterns requiring quality review.
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Apply data protection and research ethics principles covering informed consent, confidentiality, secure handling of contact information, and responsible respondent engagement.
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Assess potential sources of telephone survey bias, including coverage error, non-response, recall limitations, and social desirability effects, and identify appropriate mitigation measures.
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Prepare clean CATI datasets, document survey methodology and limitations, and communicate rapid evaluation findings through concise, evidence-based reports and recommendations.
Comprehensive Course Outline
Module 1: Foundations of CATI and Rapid Evaluation Research
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Introduction to CATI systems, computer-assisted interviewing principles, and their application in rapid programme evaluation and remote research.
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Comparison of telephone, face-to-face, web-based, and other survey approaches in terms of cost, speed, coverage, respondent burden, and data quality.
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Identification of rapid evaluation objectives, target populations, research questions, indicators, and information requirements for decision-making.
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Assessment of telephone survey feasibility, including contact list quality, network access, language needs, available technology, staffing, and implementation timelines.
Module 2: CATI Survey Design and Sampling Strategies
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Translation of evaluation questions and programme indicators into concise, measurable questions suitable for telephone administration.
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Selection of appropriate sampling methods, respondent eligibility criteria, sample sizes, and contact procedures based on study objectives and available sampling frames.
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Development of respondent identification, screening, consent, and termination procedures to ensure interviews follow approved eligibility rules.
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Assessment of telephone coverage gaps, non-response risks, respondent availability, and potential selection bias affecting the representativeness of results.
Module 3: CATI Questionnaire Programming and Logic
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Configuration of question formats, response categories, interview instructions, and structured modules using the features of the selected CATI platform.
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Programming of skip patterns, branching conditions, mandatory fields, validation checks, and calculated values to support consistent questionnaire administration.
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Design of call disposition categories, callback fields, eligibility outcomes, interview status indicators, and standardized documentation of contact attempts.
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Application of questionnaire usability principles to improve spoken question clarity, reduce respondent burden, and maintain a logical interview sequence.
Module 4: Pilot Testing and Interviewer Preparation
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Development of test cases to verify question logic, skip patterns, consent flows, validation conditions, and accurate recording of telephone interview responses.
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Conduct of pilot calls to assess question comprehension, interview duration, respondent reactions, technical performance, and suitability for the intended population.
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Preparation of interviewer manuals, pronunciation guidance, standardized introductions, probing instructions, and procedures for handling difficult questions.
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Implementation of interviewer training and competency assessment covering informed consent, neutral questioning, confidentiality, and consistent interview administration.
Module 5: Telephone Fieldwork and Call Management
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Organization of respondent lists, interviewer assignments, contact schedules, and call allocation procedures for efficient fieldwork implementation.
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Establishment of standardized call attempts, callback windows, appointment scheduling, and documentation of unsuccessful contact outcomes.
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Application of professional telephone communication techniques to build rapport, explain study purposes, address concerns, and support voluntary participation.
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Management of refusals, wrong numbers, unavailable respondents, interrupted interviews, language barriers, and other common telephone survey challenges.
Module 6: Interviewer Supervision and Operational Monitoring
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Use of available CATI dashboards and management reports to monitor interviewer activity, contact outcomes, completed interviews, and progress against targets.
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Review of interview records and available paradata to identify unusual durations, repeated patterns, incomplete submissions, or possible procedural deviations.
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Implementation of supervisor feedback, observation or review procedures where supported, and corrective coaching for improving interview consistency.
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Development of daily fieldwork summaries, issue escalation procedures, staffing adjustments, and documented responses to operational bottlenecks.
Module 7: Data Quality Assurance and Survey Integrity
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Establishment of data quality standards covering completeness, validity, internal consistency, correct coding, timeliness, and traceability of survey responses.
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Application of automated validation rules and manual review procedures to detect missing values, contradictory responses, and implausible observations.
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Assessment of response rates, contact rates, completion rates, and refusal patterns using clearly defined denominators and consistent reporting methods.
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Development of procedures for verifying concerns, documenting corrections, managing duplicate records, and preserving the integrity of original respondent information.
Module 8: Research Ethics, Privacy, and Respondent Protection
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Implementation of informed consent procedures that clearly communicate the study purpose, expected duration, voluntary participation, and confidentiality arrangements.
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Application of data minimization, access controls, secure contact list management, and appropriate retention practices for telephone numbers and interview records.
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Establishment of respectful calling protocols that account for respondent availability, privacy, language preference, and requests to discontinue contact.
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Management of sensitive disclosures, safeguarding concerns, respondent complaints, and situations where continued interviewing may create discomfort or risk.
Module 9: CATI Data Processing and Rapid Evaluation Analysis
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Export and organization of interview records, call outcomes, questionnaire variables, and metadata using the capabilities of the selected CATI platform.
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Cleaning and validation of survey datasets, including checks for duplicates, missing responses, inconsistent coding, and incomplete interviews.
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Calculation and interpretation of key evaluation indicators, beneficiary satisfaction measures, service access outcomes, and other descriptive statistics.
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Preparation of concise analytical tables, visual summaries, methodology notes, and limitations statements to communicate findings within rapid reporting deadlines.
Module 10: Integrated CATI Evaluation and Implementation Planning
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Development of a practical CATI study plan covering evaluation objectives, sampling, questionnaire design, staffing, call schedules, and data management requirements.
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Configuration and testing of a sample telephone questionnaire for a beneficiary feedback, service quality, or rapid programme outcome assessment.
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Simulation of field operations involving interviewer assignments, call outcomes, callback decisions, supervisory review, and data quality issue resolution.
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Preparation and presentation of a rapid evaluation implementation plan, including quality assurance milestones, ethical safeguards, reporting deadlines, and improvement actions.
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808
Training Venue
The training will be held at our Upskill Training Centre. We also offer training for a group (at a discount of 10% to 50%) at requested location all over the world. The Onsite course fee covers the course tuition, training materials, two break refreshments, buffet lunch, airport transfers, Upskill gift package, and guided tour.
Visa application, travel expenses, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Upskill certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808
Terms of Payment:
Unless otherwise agreed between the two parties’ payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better.
