Driven by Experience.
Focused on Impact.
Focused on Impact.
We use strategic insights and proven best-practices to enhance contact center quality.
Our mission is to guide you towards consistency and excellence.
Consulting Services for Contact Center Excellence
- Our story began with a passion for transforming contact center operations. Recognizing the need for innovative quality assurance strategies, we set out to redefine industry standards.
- Over the years, our expertise has expanded, driving measurable improvements in service quality, employee engagement, and operational efficiency.
- Today, we combine proven best practices with tailored solutions to help contact centers overcome challenges, strengthen compliance, and create a culture of excellence.
- By partnering with us, you gain a trusted advisor dedicated to continuous improvement, enhanced service delivery, and long-term success. Let’s elevate your contact center—one interaction at a time.
Our Commitment
Better Call Center QA is committed to helping contact centers enhance quality, strengthen culture, and mitigate risks through expert-driven strategies. With deep industry expertise, we provide tailored solutions that drive employee engagement, operational efficiency, and service excellence. Whether your goal is to elevate performance, improve customer experience, or ensure compliance, we partner with you every step of the way
Our Founder
His career began in mental health crisis hotline operations, where he developed key skills in coaching, vendor management, and program development. He led the non-profit agency to develop a for-profit BPO service to provide after-hours triage and support for hospital outpatient mental health services. He then transitioned to the private sector, leading the launch of a state-of-the-art telemarketing center, where he scaled operations to 250+ representatives and managed high-profile campaigns for Fortune 500 clients. This experience solidified his expertise in strategic planning, employee engagement, and operational efficiency.
Lorne continued his impact at one of the top-three credit bureau organizations, where he improved regulatory compliance and customer satisfaction through various automation and process enhancements. Finally, as a Specialist Master at Deloitte, he guided major organizations through complex contact center transformations, managing BPO relationships and optimizing quality frameworks.
In early 2024, Lorne founded Better Call Center QA, leveraging his extensive experience to help organizations elevate their QA programs, culture, and regulatory compliance. His leadership is defined by a commitment to innovation, continuous improvement, and empowering teams to deliver exceptional service.
Our Partners
Better Call Center QA has built trusted relationships with leading technology providers to ensure the right solutions are deployed for your unique contact center needs. Our carefully selected partners offer best-in-class tools for quality management, compliance, performance optimization, and workforce engagement. By collaborating with these industry innovators, we help businesses implement the most effective strategies to transform quality, elevate culture, and reduce risks—ensuring long-term success and operational excellence.
Why Choose Us?
Quality Focus
We prioritize quality in every aspect of our consulting, ensuring that best practices are implemented across your contact center.
Tailored Strategies
Our strategies are customized to fit the specific needs of your team, fostering a culture of growth and performance.
Expert Guidance
Our consultants bring real-world experience and insights, helping your contact center to exceed company and customer expectations.
Risk Mitigation
We identify potential risks and offer proactive measures to protect your operations, ensuring that you can navigate challenges smoothly.
Let’s Talk About What’s Next
Whether you're looking to improve service quality, strengthen team culture, or reduce operational risk, we’re here to help. With decades of experience and a hands-on approach, we bring fresh perspective, proven strategies, and a collaborative spirit to every engagement.
Reach out today — and let’s explore how Better Call Center QA can support your next phase of growth.