Get an Objective, Reliable View of Multi-channel Agent Performances that are Targeted, Actionable and Impactful.
Effortless Approach to
Contact Center Quality
Achieve beneficial business outcomes with the most trusted & experienced name in outsourced Call Center QA.
The Call Center Quality Challenge
With increased customer expectations, the differentiator between you and your competitors comes down to Quality Customer Experiences.
We help you align your quality approach and optimize your voice of the customer strategy.
A full suite of Contact Center QA services
- Expert Contact Center
Quality Outsourcing - Energizer Training
& Coaching - Speech Analytics
Driven Quality - Proactive
Business Intelligence - Quality Monitoring
Software Add-on
Expert Contact Center
Quality Outsourcing
Get an Objective, Reliable View of Multi-channel Agent Performances that are Targeted, Actionable and Impactful.
Energizer Training
& Coaching
Our Expert Call Center Trainers will train your existing teams across a range of industry-specific topics that are based on effective best-in-class practices.
Speech Analytics
Driven Quality
Speech Analytics Experts that can either harness the power of our hosted speech analytics or assist in managing your current SA platform and turn data into actionable voice of the customer insights.
Proactive
Business Intelligence
Understand the quality of service being delivered to your customers and maximize all opportunities in every interaction. Get a roadmap to providing great customer experiences.
Quality Monitoring
Software Add-on
Still using spreadsheets or not getting the best out of your current quality system? Our cutting-edge, custom quality assurance platform is designed by quality experts to simplify the whys in agent & customer behaviors – see the possibility when only paired with BPA’s Quality Monitoring!
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Expert Contact Center
Expert Contact Center
Quality Outsourcing
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Energizer Training
Energizer Training
& Coaching
Our Expert Call Center Trainers will train your existing teams across a range of industry-specific topics that are based on effective best-in-class practices.
+
Speech Analytics
Speech Analytics
Driven Quality
Speech Analytics Experts that can either harness the power of our hosted speech analytics or assist in managing your current SA platform and turn data into actionable voice of the customer insights.
+
Proactive
Proactive
Business Intelligence
Understand the quality of service being delivered to your customers and maximize all opportunities in every interaction. Get a roadmap to providing great customer experiences.
+
Quality Monitoring
Quality Monitoring
Software Add-on
Still using spreadsheets or not getting the best out of your current quality system? Our cutting-edge, custom quality assurance platform is designed by quality experts to simplify the whys in agent & customer behaviors – see the possibility when only paired with BPA’s Quality Monitoring!
Why BPA Quality?
- Experienced & Supported by Science With our 30+ years in the call center QA industry combined with our psychometrician-led reporting teams, we dive into the data that can actually impact agent & business performance as a whole.
- Scaleable & Flexible Our team makes QA easy with a tailored approach to all your business needs and contact center growth.
- Call Center QA Technology that Fits your Business Needs Built by QA Experts for QA People.
- Multi-lingual Analysis for all the Languages you Serve Accurate evaluations based on language & cultural nuances that drive effective customer-agent engagements.
- Compliance & Customer Experience-Driven Evaluations Custom-designed Call Center QA programs to balance your compliance needs with your overall customer experience goals.
- More than Check Box Evaluations The right QA metrics for your business & contact center, not just generic, transactional check box forms.