How do you guarantee the quality of outcomes from calling?

We have a formal briefing process and briefing document, which capture client requirements at the start of every engagement. This includes the desired outcomes from the telemarketing activity and a definition of what constitutes a lead or outcome, using BANT (Budget, Authority, Need, and Timeline) or similar qualification criteria.

The agreed qualification criteria form the baseline against which we quality check all results. We quality control and provide quality checked recordings for every single result we produce throughout an engagement. A manager manually checks all outputs from calling, including any notes and the call recordings, before they are released to ensure they comply fully with client requirements.