Ongoing study


New Study on Quality Assurance – 2017 Edition

Quality assurance is a critical part of operational success for customer relation centres (CRCs). 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.

This questionnaire includes the following sections:

  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

This survey should not take an experienced manager more than 30 minutes to complete.

You have until Friday, September 1st, 2017 to complete the survey.

Click here to complete the online questionnaire in French

Otherwise, you can click here to download the English version of the questionnaire and send it to us.

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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2360 Rue Notre-Dame Ouest, Office 312
Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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