Quality Assurance and Training Connection

Your call may be monitored for quality purposes.

Call center outsiders may be surprised what happens behind the scenes when they hear this common phrase. Call center insiders know it takes comprehensive training to make sure the agent knows how to handle each call, and ongoing monitoring & coaching to ensure the quality of every single customer interaction.
Both training and quality assurance are key to the success of a call center.

The people involved in these functions need specialized skills and support from a network of qualified trainers, industry experts, and peers.
Join QATC.

One way to acquire these skills and find ongoing support is to become a part of the Quality Assurance & Training Connection (QATC), an exclusive organization designed specifically to facilitate the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.
QATC Annual Conference

Plan to attend the only industry conference designed specifically for contact center Quality Assurance and Training professionals.
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The Quality Assurance and Training Connection (QATC) is a membership association devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.

Membership Benefits

Tip of the Week

Treat empathy as the starting point.

Author: Sharon Oatway

We all understand the value of empathy in customer interactions. However, empathy alone is not enough if it isn’t followed up with ownership and action. It’s common for customer service representatives (CSRs) to acknowledge how someone feels — “I understand that’s frustrating” — and then launch into asking a series of questions without reassuring the customer they intend to help. From the customer’s perspective, nothing has changed. Whenever possible, encourage your team to treat empathy as the starting point. After acknowledging the situation, they should immediately take a clear step toward resolving it. Even a simple statement signals ownership and reassures the customer...

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2026 Annual Conference

September 29 - October 1, 2026 • Nashville, TN

Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the call center? Do you attend other call center industry conferences and find only a handful of sessions that are applicable to your job? Would you like to have the opportunity to network with your QA and training peers and discuss your toughest problems?

If you answered YES to any of these questions, then you’ll want to attend the 2025 QATC Annual Conference this fall. In addition, you will: