The Call Quality team is responsible for evaluating agent sales calls for routine internal call reviews, carrier audits, and carrier inquiries. This ensures agents meet the requirements and expectations of our carrier partners, applicable regulatory bodies, and Ideal Concepts. They listen to calls, review transcriptions, identify compliance concerns, and provide sales leadership feedback that is critical to coaching and training agents.
The Call Quality team helps facilitate compliant sales practices, ensuring that our agents meet compliance standards and expectations. This reduces our risk of complaints and sanctions, helps ensure we meet the obligations of our carrier contracts, and aids agents in providing customers exceptional customer service.