Quality Assurance.

Getting the results you want - without compromising your brand.

When you brief LBM you place your faith in our people.  The customer experience we deliver represents your business.  We become custodians of your brand.

LBM makes over 10 million calls per month for brand owners.  It's a responsibility we take extremely seriously.  Here are just some of the reasons quality conscious brands talk to LBM...

We monitor every call.
We can digitally capture 100% of calls.  If you have to know it was said, we can produce a record of it.

We are FSA Authorised and DMA accredited.
A dedicated compliance team ensures LBM adheres to all Financial Services and DMA regulatory and client requirements.

Quality Assurance is independent of our operations.
To ensure total objectivity, LBM's quality assurance team is completely independent.  Quality Analysts monitor and score agents on a targeted number of calls every day.  We review performance constantly, and immediately resolving any issues that emerge.

LBM call agent training is Best-in-Class.
LBM training delivers the very best ambassadors for brands at every customer contact.  Names like Sky, O2, npower and The Carphone Warehouse trust our rigorous skills assessment, comprehensive induction programmes, coaching and mentoring and proven quality assurance to deliver and sustain lasting relationships.

With accreditations including ISO 9001 (quality management), ISO 27001 (information security), ISO 14001 (environmental management) and Investors in People, it's no wonder LBM is Europe's quality call centre operator.

Find out more.  See how LBM can add value to your contact strategy, call 0870 845 5005 or email salesenquiries@lbm.co.uk