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 contact center quality assurance.
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
- Call Center
Quality Monitoring - Quality
Monitoring Software Add-on - Customized Agent &
Manager Training - Managed Speech &
Text Analytics - Contact Center
Quality Consulting
Call Center
Quality Monitoring
Get an Objective, Reliable View of Multi-channel Agent Performances that are Targeted, Actionable and Impactful.
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!
Customized Agent &
Manager Training
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.
Managed Speech &
Text Analytics
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.
Contact Center
Quality Consulting
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.
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Call Center
Call Center
Quality Monitoring
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Quality
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!
+
Customized Agent &
Customized Agent &
Manager Training
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.
+
Managed Speech &
Managed Speech &
Text Analytics
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.
+
Contact Center
Contact Center
Quality Consulting
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.
Why BPA Quality?
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Experienced & Supported by Science
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.
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Scaleable & Flexible
Our team makes QA easy with a tailored approach to all your business needs and contact center growth.
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Call Center QA Technology that Fits your Business Needs
Built by QA Experts for QA People.
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Multi-lingual Analysis for all the Languages you Serve
Accurate evaluations based on language & cultural nuances that drive effective customer-agent engagements.
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Compliance & Customer Experience-Driven Evaluations
Custom-designed Call Center QA programs to balance your compliance needs with your overall customer experience goals.
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More than Check Box Evaluations
The right QA metrics for your business & contact center, not just generic, transactional check box forms.