Discover the POWER of Evidence-Based Call Center CX
BPA provides you with the people, skills and knowledge necessary to innovate your business and that vital moment of truth when your organization touches your customers.
Trusted by the world’s leading companies
WHAT WE DO
Five solutions to ensure a complete approach to manage the quality of customer experience
ABOUT US
A focus on excellence and results based on science
BPA Quality takes a psychometric, evidence-based approach to accurately measure and predict the impact of behavior on customer perception and the results achieved.
We then use this information to innovate approaches to the development of your people and processes to ensure the quality of each and every engagement is outstanding.
We’ll help you change agent behavior and develop supporting processes that ensure that you and your team are the very best of the very best.
OUR SERVICES
Why choose BPA services?
Access to a pool of experienced professionals who can seamlessly integrate into your existing QA team.
Reduce overhead costs by leveraging our scalable resources tailored to your needs.
Focus on improving key customer experience metrics with a dedicated and expert QA team.
Easily scale your QA team up or down based on project demands without the hassle of recruitment.
Maintain high-quality standards with a team equipped with the latest industry knowledge and best practices.
Bridge the gap
Access to a pool of experienced professionals who can seamlessly integrate into your existing QA team.
Cost reduction
Reduce overhead costs by leveraging our scalable resources tailored to your needs.
Enhanced customer experience
Focus on improving key customer experience metrics with a dedicated and expert QA team.
Scalability
Easily scale your QA team up or down based on project demands without the hassle of recruitment.
Quality Assurance
Maintain high-quality standards with a team equipped with the latest industry knowledge and best practices.
YOUR CHALLENGES
Solving your problems
If the answer is no to any of the following questions, engaging with BPA Quality could be the key to innovating your CX.
Please feel free to reach out to us – our team of call center QA experts would be happy to discuss how our evidence-based approach would help you.
Effectiveness
Is your Contact Center QA operation as effective as it could be?
Data
Are you making maximum use of data and do you really understand what is driving CX?
Training
Is the way in which you train and coach Agents reducing costs and improving CX?
Compliance
Are you concerned about the risks around compliance?
Technology
Are you making maximum use of the available technology to improve CX, including AI?
CASE STUDIES
Don’t just take our word for it!
Financial Services Legal
FINTECH COMPANY
Cable Company
Global Technology Company
Global Delivery Logistics Service
Digital Satellite Media Broadcaster
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
US National Healthcare Provider
Utility Company
Housing Association
Funeral-related service provider in the United Kingdom
Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.