About
We specialise in independent quality assurance and customer experience support for call centers, with a strong focus on the frontline. With years of hands-on experience, we understand that real performance isn’t shaped by reports alone, it’s built in every interaction between agents and customers. Our approach is simple: make the frontline clearer, fairer, and more effective, and the rest of the business follows. By combining practical insight with unbiased evaluation, we help organisations improve quality, build trust, and deliver better outcomes where it matters most.
What People Say About Working With Me
Testimonials based on previous professional experience
I am pleased to provide this recommendation for Sam Rae, based on my professional experience working with him through my role as Chief Executive of the Honest Bunch Foundation.
During this time, I have worked closely with Sam across a range of operational matters. These have included regular operational meetings, requests for detailed statistics relating to telephone calls received by our clients and requests for operational changes or refinements.
In every interaction, Sam demonstrated a consistently high standard of professionalism. He is highly responsive, technically knowledgeable, and approaches his work with a constructive and solutions‑focused mindset. Requests are handled promptly and thoroughly, and his communication is always clear and reliable.
Sam’s willingness to assist, combined with his strong understanding of both the service and our organisational needs, has made him a trusted and valued contact. Importantly, his genuine passion for his role is evident in the care and attention he brings to every engagement.
Unlock unparalleled insights and improvements in your call centre.
We specialise in delivering actionable insights for optimal performance.
Get Clear, Unbiased Insight Into Your Call Quality
Get an independent view of your call quality, customer experience, and compliance. Book a quick consultation to discuss how a QA audit can give you clear, unbiased insights and practical improvements.
If you’re relying on internal QA alone, you may not be seeing the full picture. A short consultation is the first step toward understanding where performance can improve and how to make it happen.