Quality Effectiveness Audit

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.


Maximising the Effectiveness of Call Center 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.


Call Center Cost Center or Profit Center? When Quality is 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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