With regulators dishing out record fines and customers ever growing demands for service,
no one can leave quality and compliance to chance.

Infinity’s new approach to Quality Assurance (QA) provides a simple and effective way for managers to control the quality of their operation, ensure full compliance and continually raise the standard in terms of quality.

Infinity QA utilises call outcome codes, scheduling and rules based sampling to determine which contacts need to be reviewed. Simple screen based forms enables you to review, validate and score interactions against your quality or compliance procedures in a paperless environment. Areas of concern are not just flagged in Infinity QA, but corrective action assigned and tracked until the problem with that customer contact or agent is resolved ensuring you are not just monitoring quality but managing it.

Infinity QA utilises your existing call recording platform to provide you with a holistic view of agent, team and site performance. This enables you to easily compare quality, compliance and productivity across your internal or outsourced operations.