A Design and Implementation of the XML-Based Type-Customizable Questionaire of Computer Assisted Telephone Interview System

ZHANG Ying

1

张颖(1988-)，女，研究生，主要研究方向：通信软件，呼叫中心技术

ZHAN Shubo

1

詹舒波(1965-)，男，硕士生导师，主要研究方向：电信增值系统，基于智能网及其相关技术在电信网络的应用研究与开发。

1、Institute of Network Technology, Beijing University of Posts and Telecommunications, Beijing 100876

Abstract：Computer Assisted Telephone Interview System (CATI) is based on Call Center and it relies on the outbound capabilities of Call Center. Representatives can conduct a telephone survey with CATI system. Compared with traditional Questionnaire Interview, CATI system makes customer visits more efficient, and makes it easy to collect and sort customers' feedback information and to do some statistics. As part of CATI, the work of designing electronic questionnaire is also very important. With the increase of the question types and the change of dynamic relationship between the questions, the manual design of the questionnaire cannot meet the requirements of flexibility and efficiency any more. This paper designs and implements a XML-based type-customizable questionaire of computer assisted telephone interview system，through which users can get the question types they want as configured in the configure files. It can provide flexible dynamic expansion of the question types, simplify the development of business processes, improve the accuracy and availability of the system and improve work efficiency.