As of November 2026, every call on a TSI-run contact center program is scored for quality and compliance by Ripple, TSI's real-time compliance and quality monitoring tool. Ripple prompts agents with required disclosures during the call, writes call notes and flags risky calls to managers. A quality team that reports to the chief compliance officer, outside operations, reviews the results and coaches.
Results vary by program, volume and channel mix.
- Identity verified
- Required disclosure delivered
- Payment options stated correctly
- Hardship mentioned: policy followed?
- Calls scoredAll 12,406
- Flagged37
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Why sampling misses what matters
Manual QA is slow arithmetic. An agent taking 1,500 calls a month, with 5 of them scored, has about 0.3% of their work reviewed. The call where they skipped a disclosure or argued with a customer in hardship is almost never in the sample.
You find it later, in a complaint, a regulator's question or a client audit, and then nobody can say how many other calls went the same way.
Speech analytics closes that gap by turning every recorded call into text and scoring it. The scores only help if someone reads them every day and acts on them.
What Ripple does on every call
Prompts during the call
Required messages and disclosures appear on the agent's screen when the call starts. Each prompt stays red until the agent delivers it, then turns green.
Scores every call
Every call is scored daily against your standards for compliance, quality and customer sentiment, with no sampling.
Writes the call notes
Ripple writes structured notes on each call, so the account record says what was discussed and agreed, in the same format every time.
Flags risk the same day
When it detects potentially non-compliant or high-risk behavior, managers get an alert, so the coaching happens before the pattern spreads.
Fits your scorecard
Scoring is set to your rules: your disclosures, your scripts, your escalation paths and the laws that apply to your program.
Ripple doesn't start account actions or decide outcomes. It checks the work, and people decide what to do about it.
Who acts on the scores
Operations coaches
Supervisors review scores with each agent and coach on the calls that missed. Data is reviewed daily by agent and weekly by team.
Quality monitoring scores independently
A quality monitoring team, reporting to the chief compliance officer instead of to operations, scores sampled interactions against your requirements and calibrates with supervisors.
Compliance reviews by risk
The compliance team runs risk-based reviews on top of the first two, aimed at the call types and agents where findings would hurt most.
Findings close the loop
The three sets of findings are combined, escalated and tracked until the fix is confirmed. Leadership sees it monthly on a scorecard, and you see it in your reports.
What gets scored
A typical scorecard for a regulated program covers these checks. Yours is built from your scripts and the rules that apply to your accounts.
| Check | What it looks for |
|---|---|
| Identity and authentication | The agent verified the caller before discussing the account |
| Required disclosures | Every required statement was given, such as the mini-Miranda on collection calls (12 CFR 1006.18(e)) |
| Accuracy | Balances, dates, fees and options were stated correctly |
| Hardship and vulnerability | Signs of hardship, disability or distress were handled under your policy |
| Complaints and disputes | Expressions of dissatisfaction were logged and routed |
| Payment handling | Card and bank details were taken in a PCI-compliant way |
| Tone and resolution | The customer was treated with respect and the call ended with a clear next step |
Records you can hand an auditor
TSI records every call. Collectors that record calls must keep each recording for 3 years from the date of the call under Regulation F (12 CFR 1006.100), and many client contracts set a longer period. Scores, notes, alerts and coaching records sit with the recording, so an audit sample comes with its own evidence.
General information, current as of November 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The company behind the work
Questions buyers ask
What is call center quality assurance?
Call center quality assurance is the process of checking calls against a standard for accuracy, compliance and customer treatment, then coaching agents on what the checks find. It usually combines a scorecard, recorded-call reviews and calibration sessions.
What is speech analytics?
Speech analytics is software that turns recorded calls into text and analyzes them for words, phrases, silence, sentiment and missed steps. In a contact center it lets a QA team score every call instead of a sample.
How many calls should a contact center monitor?
As many as it can act on. Manual QA teams typically score a few calls per agent per month, a small fraction of the total. With speech analytics scoring every call, people can spend their time on the calls that were flagged.
What should a call center quality monitoring scorecard include?
Authentication, required disclosures, accuracy of what was said, handling of hardship and complaints, secure payment handling, and tone and resolution. Weight the compliance items so a single miss can fail the call.
What is contact center compliance?
It's following the laws and contract rules that apply to customer contacts, such as the TCPA for calls and texts, the FDCPA and Regulation F for debt collection, privacy laws, and PCI DSS for card payments, and keeping the records that prove it.
Can we see the scores on our program?
Yes. Quality scores and findings come back in your reports, split by agent, team and call type, on the schedule your contract sets.
Do you sell Ripple as software?
No. Ripple runs inside TSI-run programs, for TSI agents working your customers' calls.
See your calls scored
Tell us about the program you want checked: call types, the rules that apply and how you review quality today. We'll show you what an every-call scorecard looks like for it.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
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