Quality Assurance

Knowing What Good Looks Like

Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.

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Why Quality Monitoring is Important for your Call Centre

We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.

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Culture, Tone and Language Considerations in Quality Assurance

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Maximising the Effectiveness of Quality Scorecards

One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.

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Cost Centre or Profit Centre? When Quality Becomes an Agent for Change.

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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