Quality Assurance

Quality Assurance ensures that proper protocol and procedures are being adhered to within an organization. With QA, organizations have the ability to measure the “soft skills” of their employees to assess qualities such as telephone etiquette, vocal tone, and inflection, rate of speech and overall communication skills. You also have the ability to assess training and coaching efforts to determine which methods are most effective.

A quality assurance solution allows your team to effectively measure, document, analyze and improve the performance of your agents, your call center, and your organization.

qa-and-coaching