How does your QA (Quality Assurance) process work?

Read time:: 1 min
Published:: 17/08/2026
Group:: Quality and Reporting

Quality starts with the caller; our agents are monitored, trained and coached intensively to ensure the highest standards are maintained and the phonetic alphabet is used as standard to minimise errors.

We use a proprietary QA tool, Carbon Quality, which supports customised call scoring frameworks to sample, review and score call recordings from the team regularly, typically at a rate of at least 5% per agent. This systematic approach allows us to audit quality and to identify team and individual trends and drive coaching and training.

In addition, the calling platform is coded to ensure the highest quality of data – for example, answers to questions are cross-referenced “live” during the call, allowing any discrepancies to be queried. Input masks are employed to ensure accurate data capture. Email addresses are tested electronically and re-verified if delivery issues are identified. Conditional routing and mandatory fields are also supported.

Related FAQs

Do you offer online reporting?

Yes. “TTMC Connect”, our online portal, provides access to campaign analytics, quality checked result downloads with call recordings, completed quality assessment forms with call recordings, data downloads and real time MI (Management Information). Prior to campaign launch, clients are given access to TTMC Connect and

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Do you provide call recordings?

Yes. Call recordings are provided for all results and these can be accessed through TTMC Connect, our online client portal.

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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 qualificat

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How do you guarantee the quality of your work?

TTMC’s services are delivered in complete compliance with all relevant UK legislation, including the Data Protection Act, GDPR (General Data Protection Regulation), The Freedom of Information Act and all Ofcom (Office of Communications) and ICO (Information Commissioner's Office) rulings, including strict adherence to

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Will an Account Manager be assigned to our campaign?

An Account Manager is assigned to each client as the day-to-day contact for all aspects of their programme. They will discuss each client’s preferred communication format/frequency, which is generally a combination of email, phone, conference call, and face-to-face meetings. The Account Manager is responsible for overa

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