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Developing CATI Interviewer Training

Developing CATI Interviewer Training

In a nutshell


This event has taken place.


The IQCS (Interviewer Quality Control Scheme) is committed to maintaining the high quality of data collection across the Market Research Industry and the training/ continuing development of its Interviewers.
Training Telephone Interviewers effectively to adequately prepare them for the reality of interviewing has become more challenging in recent years and this course has been developed by the IQCS to assist CATI Trainers address these issues:

    • Declining response rates

    • Negative perception of market research with participants and prospective interviewers

    • Surveys are longer and more complex

    • Increased pressure to have new Interviewers achieving targets quicker

    • Time and cost constraints of developing training

Who would benefit?

New and experienced trainers of Telephone Interviewers in CATI centres and those involved in designing/ contributing to training packages for Telephone Interviewers.

Course objectives

    • To explore ideas on introducing market research, the role of the Interviewer and the contribution of market research

    • To provide ideas on how to train specific aspects of telephone interviewing e.g. legislation (DPA and MRS), maximising response rates, interviewing hard-to-reach participants, increasing participant engagement

    • To provide the tools to audit an internal training package in order to identify areas for development

    • To assist trainers in ensuring that consistent quality is pivotal across all areas of developing Interviewer Training packages

Learning outcomes

    • Increased appreciation of prospective Interviewers’ perception of market research/telephone interviewing

    • Confidence in developing tools for Telephone Interviewer training that meets IQCS standards and the needs of the interviewers and participants

    • Increased confidence in delivering Telephone Interviewer training


  • Members £250.00 + VAT
  • Non-members £350.00 + VAT
  • Company Partner (non-ticket price) £250.00 + VAT
  • IQCS Members £250 + VAT

  • Jackie Mold
    Jackie Mold

    Jackie has worked in the market research industry for 30 years and during that time has have been fortunate enough to have enjoyed being involved in the ever-changing world of data. Her main roles have involved operations and international data collection in all sectors including online, CATI, vendor management and outsourcing and Jackie has managed teams of people across a number of sites and geographies within data collection and operational roles.

    For the past 9 years, she has had an active role with the sales teams to ensure client needs are being met and best overall solutions are identified.

    A key involvement is in new agency set up, including all aspects of staffing and training. Jackie has extensive experience of vendor partnerships including outsourcing globally and has worked with various internal teams to set up practical and workable quality processes including training both theory and on job programs. She is an IQCS council Member and a Certified Member of MRS.

  • Sam Webb
    Sam Webb

    Sam has 25 years’ experience working in the market research industry, primarily in Operational roles covering consumer, business and international research and has developed an extensive and transferable skill set in many areas including Field, Telephone, Online Training, Recruitment and Quality.

    Her focus in the last 5 years has been directing the Operations division, devising strategy and implementing efficiencies to ensure optimum systems and process delivery. This has involved financial reporting, business development and acting as the driving force behind the broader technology agenda within the Quadrangle group.


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