Discover the POWER of Evidence-Based Call Center QA & CX

BPA provides you with the people, skills and knowledge necessary to innovate your contact center quality and that vital moment of truth when your organization touches your customers.

Trusted by the world’s leading companies
AAA logo, BPA Quality client
BMW logo, BPA Quality client
Disney logo. BPA Quality's, Call Center QA experts, client
Emirates logo, BPA Quality client
Mastercard logo, BPA Quality client
Radisson logo, BPA Quality client
Rogers Cable logo, BPA Quality client
Samsung logo, BPA Quality client
AAA logo, BPA Quality client
BMW logo, BPA Quality client
Disney logo. BPA Quality's, Call Center QA experts, client
Emirates logo, BPA Quality client
Mastercard logo, BPA Quality client
Radisson logo, BPA Quality client
Rogers Cable logo, BPA Quality client
Samsung logo, BPA Quality client
WHAT WE DO

Solutions for comprehensive customer experience quality assurance management.

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Expert quality outsourcing

QUALITY INNOVATION

Innovating the CX Experience - Experts in QA reduce costs, ensure the quality of QM and innovate the impact on CX.

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Proactive business intelligence

UNDERSTANDING DATA

Understanding and maximizing the impact of data sources gathered from AI, data science and technology.

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CX quality measurement review

IDENTIFYING METRICS THAT COUNT

Psychometrics are used to ensure metrics in Quality Management and CSAT are valid and impact the outcome of CX.

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360 degree research

RESEARCHING 360 VIEW

CSAT, mystery shopping and Quality Management all integrated to provide a complete view of CX.

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Energizer training

KNOWLEDGE EXPANSION

Realizing Agent potential through ongoing development of complex Agent CX skills.

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ABOUT US

A focus on excellence and results based on science 

We utilize a psychometric, evidence-based approach to accurately assess and predict how behavior influences customer satisfaction, perception and overall results.

With these insights, we develop innovative strategies to enhance your team’s performance and processes, ensuring exceptional quality in every customer interaction.

Our goal is to drive behavioral changes and optimize processes, empowering your team to consistently deliver top-tier performance.

OUR SERVICES

Why choose BPA services?

Bridge the gap
Cost reduction
Enhanced customer experience
Scalability
Quality assurance

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 contact center 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 actionable Quality Assurance team.

Scalability

Easily scale your call center QA team up or down based on project demands without the hassle of recruitment.

Quality Assurance

Maintain high-quality standards with a contact center QA team equipped with the latest industry knowledge and best practices.

YOUR CHALLENGES

Solving your problems

If you answer “no” to any of the following questions, BPA is the solution to revolutionize your Customer Experience.

Reach out to our team of call center QA Experts, who are ready to discuss how our approach can benefit your organization.

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

Do you find the way in which you train and coach Agents reduce costs and improve CX?

Compliance

Has your approach to risks around compliance been successful?

Technology

Does your approach to available technology improve CX, including AI?

CASE STUDIES

Don’t just take our word for it!

Financial Services Customer Stories BPA Quality

Financial Services Legal

Our client is one of the largest retail outlets for home electronics in the Southern part of the United States. As most of their inventory is large ticket price, they...
Fintech Customer Story BPA Quality

FINTECH COMPANY

Our Client is a FinTech company operating a a short-term peer-to-peer lending platform aiming to offer customers lower borrowing rates and lenders higher returns...
Cable Customer Story BPA Quality

Cable Company

Cable Home Technician Visit Reduction – Our client is one of the nation’s largest providers of at-home communications, namely cable television, high-speed...
Technology Customer Story BPA Quality

Global Technology Company

Live chat is quickly making its way to becoming one of the preferred contact channel for consumer support. Whilst studies have shown this varies by age demographic, one...
global delivery Customer Story BPA Quality case study

Global Delivery Logistics Service

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Center to determine root cause and identify improvement strategies in...
satellite media Customer Story BPA Quality case study

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.

healthcare insurance Customer Story BPA Quality case study

US National Healthcare Provider

The lack of a centralized, independent quality process across multiple Contact Center vendors was leading to a lack of consistency and negative CX outcomes for...
utility Customer Story BPA Quality case study

Utility Company

The Client used BPA Quality Quality PLUS Calibration tool to further improve their quality management. The quality platform delivered improved reliability, better ease...

Housing Association

Our Client is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several...

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.

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SPEAK TO AN EXPERT

Contact us today

Call us

866 646 8509