Latest study

Latest Study

Latest study on Quality Assurance for Customer Contacts – 2017 Edition

Study objectives

In this third study of 2017, we will update and analyze changes in CRCs’ quality assurance practices, relative to historic data collected by Services Triad since 2005.

The study will also offer analyses of and avenues for reflection on practices as they relate to the data collected. Reference articles and results from external studies will be provided to show the trends observed in the market.

Topics covered in this survey :

  1. Quality assurance goals and implementation process
  2. Resource profile and responsibilities
  3. Performance and calibration
  4. Evaluation and feedback
  5. Technological solutions
  6. Added value of the program

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About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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