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About

Our Philosophy

OUR PHILOSOPHY

We work with some of the world’s largest organizations with one aim: to improve call center customer experience and deliver increases in sales, retention, loyalty, cost optimization and profitability.

The BPA Quality approach has proven to deliver real competitive advantage with outstanding results for our clients and their customer facing teams.

BPA Quality entered the Remote Call Monitoring business more than 25 years ago, and since then we have listened to tens of millions of transactions between Call Center Agents and Customers.

We have also undertaken this activity internationally, covering 45+ languages, so we understand the differences between customer service expectations across multiple cultures. This activity has enabled us to gain detailed knowledge of behaviors and processes that drive positive customer experiences and engagements and the development of effective quality and coaching programs.

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Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

Yes, I want to revolutionize my QM process