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.
Cost Effective
Replay QA can save your agencies significant time & money, allowing your staff to focus on operational priorities & needs.
Objective
Reviewers or the QA system can be set-up to randomly select calls. This allows for unbiased evaluations, which eliminates conflict and emotion, and the potential criticism of "you only evaluate my bad calls."
Time Management
Replay's network of experienced public safety evaluators provide faster turnaround of QA evaluations allowing for more timely and relevant feedback.
Compliance Standards
Replay QA will help you meet compliance standards with State Plan, and/or with accreditation efforts.
Meet Industry Standards
- ASTM International
- CALEA
- National Center for Missing & Exploited Children (NCMEC)
- State of Florida, E911 Plan, Section 5.5.2
Automated Process
All of your evaluations will be stored
electronically along with the audio recording for the call.
Coaching is pushed out to call takers electronically on a real-time basis, allowing for greater efficiency.