Discover the POWER of Evidence-Based Call Center CX

Contact Center Quality Monitoring by CX Experts

Start Leveraging Psychometric and Evidence-Based Call Center QA Approaches with BPA Quality

BPA Quality Brings Science into the Contact Center

Quality Monitoring, Agent & Leader Training, Data Analytics, & Managed Contact Center Technology

Enhancing customer engagement and communication through evidence-based models and collaborative learning, BPA Quality’s CX Experts deliver measurable results every time.

CX Quality is in our DNA & Culture

BPA Quality was founded by a team of contact center professionals dedicated to revolutionizing Customer Experience (CX). With extensive experience in CX Quality Development, we have assembled a unique team of industry experts. Our evidence-based methodologies are proven to deliver exceptional outcomes for contact centers worldwide, across more than 45 languages.

Why Psychometric & Evidence-Based Approaches?

Higher Customer Satisfaction & CX

Uncover behaviors that lead to satisfied customers and improving key metrics like CSAT & NPS.

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Increase Efficiency

Data-driven insights streamline processes, reducing AHT while maintaining high-quality interactions.

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Targeted & Relevant Training

Psychometrically informed training programs enhance agent job satisfaction, reducing turnover rates.

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A full suite of Contact Center QA services

  • Expert Contact Center
    Quality CX Outsourcing
  • Energizer Training
    & Coaching
  • Speech Analytics
    Driven Quality
  • Proactive Evidence-Based
    Business Intelligence
  • Quality Monitoring
    Software Add-on

Expert Contact Center
Quality CX Outsourcing

Get a reliable and impartial evaluation of your multi-channel agents’ performance and immediately receive evidence-based, targeted, actionable, & impactful insights.

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ARTICLES

WATCH VIDEO

Energizer Training
& Coaching

Our team of experienced call center trainers provides comprehensive training to your existing teams on industry-specific topics that are markedly backed by proven best-in-class practices.

READ MORE

ARTICLES

WATCH VIDEO

Speech Analytics
Driven Quality

Our Speech Analytics Experts harness the power of your speech analytics platform by managing the big job of capturing business insights efficiently, meanwhile producing a QUICK ROI.

READ MORE

ARTICLES

Proactive Evidence-Based
Business Intelligence

Understand the quality of service being delivered to your customers and maximize all opportunities in every interaction. In other words, get a roadmap to providing great customer experiences. 

READ MORE

ARTICLES

WATCH VIDEO

Quality Monitoring
Software Add-on

Are you still relying on spreadsheets or not fully utilizing your existing quality system? Our advanced, personalized quality assurance platform, developed by industry professionals, streamlines the understanding of agent and customer behavior – and when combined with BPA’s Quality Monitoring, the potential, in a word, is limitless.

READ MORE

ARTICLES

CASE STUDY

+

Expert Contact Center
Quality CX Outsourcing

Get a reliable and impartial evaluation of your multi-channel agents’ performance and immediately receive evidence-based, targeted, actionable, & impactful insights.

READ MORE

ARTICLES

WATCH VIDEO

+

Energizer Training
& Coaching

Our team of experienced call center trainers provides comprehensive training to your existing teams on industry-specific topics that are markedly backed by proven best-in-class practices.

READ MORE

ARTICLES

WATCH VIDEO

+

Speech Analytics
Driven Quality

Our Speech Analytics Experts harness the power of your speech analytics platform by managing the big job of capturing business insights efficiently, meanwhile producing a QUICK ROI.

READ MORE

ARTICLES

+

Proactive Evidence-Based
Business Intelligence

Understand the quality of service being delivered to your customers and maximize all opportunities in every interaction. In other words, get a roadmap to providing great customer experiences. 

READ MORE

ARTICLES

WATCH VIDEO

+

Quality Monitoring
Software Add-on

Are you still relying on spreadsheets or not fully utilizing your existing quality system? Our advanced, personalized quality assurance platform, developed by industry professionals, streamlines the understanding of agent and customer behavior – and when combined with BPA’s Quality Monitoring, the potential, in a word, is limitless.

READ MORE

ARTICLES

CASE STUDY

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 in detail that actually impacts agent & business performance as a whole.
  • Scaleable & Flexible  With a tailored approach to all your business needs, our team makes QA markedly easy.
  • Call Center QA Technology that Fits your Business Needs Uniquely Built by QA Experts for QA People.
  • Multi-lingual Analysis for all the Languages you Serve Accurate evaluations based on language & cultural nuances that consequently drive effective customer-agent engagements.
  • Compliance & Customer Experience-Driven Evaluations Our custom-designed Call Center QA programs notably 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.

Get in touch with BPA Quality today

    Which of our services are you interested in?