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In 1998 QTI pioneered technology that enables External Call Monitoring Assessments for reservations and sales call centers. Using proprietary technology, QTI dials-in to your telephone switch to access and record live reservation calls in progress. A call checklist report is completed and then sent back to the call center management team.

The QTI External Call Monitoring Assessment  service provides significant advantages over any traditional “staged” mystery shopping program:

• Call Monitoring assessment checklists use real-customer calls so agent complaints such as “I knew it was a test call” or “It didn’t sound like a real caller” are eliminated.

• Performance assessments are a more accurate representation of sales and service effectiveness, since they are based on the experiences of your real customers and actual guest inquiry scenarios.

• Agents can be targeted for a pre-determined number of calls each month.

• Calls can be captured on a “by hotel” or “by promotional line” basis for call centers. QTI "listens to" the specific inbound lines to secure the live call recordings needed.

• External Monitoring of live calls eliminates the hidden in-house operational costs associated with having your agents handle “staged” mystery calls. 

• There is no costly and complicated peripheral equipment to purchase, and typically there are no start-up costs or set-up fees.

External Call Monitoring Assessments are available at approximately the same per-call rates as traditional “staged” mystery shopping services.