Quality & Assurance

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QUALITY & ASSURANCE

At OTPL we pride ourselves on our Quality Assurance.  We have a well structured, mature, infused quality and compliance process.  We use a robust operational platform, have a highly skilled work force complimented by a best practice industry framework.

  • Dedicated QA department for individual clients
  • 100% of our lead generation calls are recorded and monitored by our Quality Department
  • Up to 25% of the calls are rejected internally by the QA that enables us to send 100% quality leads to our clients
  • Ability to provide recordings to client including remote monitoring Daily Quality Assurance reporting and feedback available for agents and clients
  • Highly sophisticated quality assurance framework with scoring and reporting ability
  • Random quality audits on all the QA’s passed calls
  • Agent performance management and coaching through QA reporting processes