JOS

Abstract
Journal of Official Statistics, Vol.8, No.1, 1992. pp. 6376

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Developing Systematic Procedures for Monitoring in a Centralized Telephone Facility

Abstract:
The ability to monitor the behavior of interviewers is a highly valued feature of centralized telephone interviewing. Despite the ubiquity of monitoring, current practices tend to be left to the discretion of supervisors and to be rather subjective observations. This paper describes one approach to systematizing the practice of monitoring. Key features of this monitoring scheme are the use of probability sampling methods and the collection of monitoring data at the question level. The results of one implementation of the scheme are presented.

Keywords:
Monitoring; interviewers; centralized telephone facilities; CATI.

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