Application
Management

Expand the capability of your Quality organization to ensure applications such as Speech, Automated Quality Management and Text analytics are used to produce a maximum ROI.

Application Management Solutions

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TEAM OF SPEECH ANALYTICS AND QUALITY EXPERTS

Expert input to help manage the entire Speech Analytics QA process – ensuring your business can turn data into action.

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PROCESS INTEGRATION OF SPEECH, TEXT & AQM INTO QA

Determine organizational quality strategy and ensure Speech and Text analytics technology can be used to meet your strategic goals.

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REVIEW OF SPEECH CATEGORIES AND REPORTING

Establish Master Manifest of speech categories, establish cadence for re-testing of general categories, modify or rebuild categories that fail to meet expected levels, and build new categories aligned to bsuiness strategy.

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REVIEW AND VALIDATION OF AQM QUESTIONS

Ensure alignment to goals set by the quality strategy, fine tune question logic to ensure maximum alignment to quality standards, and develop new questions or forms based on prioritized business needs.

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CALL LISTENING TO PROMOTE INCREASED ACCURACY

Expert quality evaluators test the logic of speech, text and AQM forms, and identify opportunities for further development.

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NEAR REAL-TIME ALERTS OF CRITICAL ISSUES

Determine needs for business-, customer-, and regulatory-critical categories, and establish processes to report critical violations in real time, or to filter them for human validation.

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New member sales

INTERNATIONAL ROADSIDE ASSISTANCE COMPANY

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Improvement in quality scores

GLOBAL TECH COMPANY

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Estimated savings

Why use BPA Quality’s Application Management solutions?

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Insights and coverage

With more insights and coverage across the conversations in your contact center, technology makes it easier to identify the reasons for contact, the root causes of high AHT and helps you to prioritize cost-optimization projects without impacting ﬁrst contact resolution and CSAT scores.

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Speech Driven Quality

This expands the capability of a Client’s Quality organization by adding the Human Element to enable maximum results to be achieved from Speech Analytics or AQM. Our Psychometrics Team ensures that attributes being measured have high Customer impact.

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Integration of Speech and AQM into QA Processes

Determine organizational quality strategy, including how Speech and AQM technology will be used to meet strategic goals. Understand the requirements and use cases of key stakeholders for Speech data.

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Review and Validation of AQM Questions Linked to Outcome of Call

Review logic and structure of AQM forms to ensure alignment to goals set by the quality strategy. Fine tune question logic to ensure maximum alignment to quality standards. Develop new questions or forms based on prioritized

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Human Listening to calls to Improve Speech and AQM Accuracy

Crowd-source the testing process to allow for a larger sample and greater degree of accuracy. Allow our expert quality evaluators to test the logic of speech and AQM forms, and to identify additional opportunities for further development.

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Near Real Time Alerts of Critical Issues

Determine needs for business-, customer-, and regulatory-critical categories; Establish process to report any critical violations directly in real time, or to ﬁlter them for human listening validation.

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Delivers outside perspective and expertise

Provides invaluable insight without bias, ensuring you have one version of the truth for your KPIs.

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Focused outcomes

Enables you to focus on the right areas of your contact center operation to deliver focused outcomes for maximum impact.

FINANCIAL SERVICES LEGAL

Armed with an accurate list of potentially litigious cases, our client was able to establish a queue of high-risk specialists

This queue worked specifically on these cases, focusing on resolving issues outside of court.

GLOBAL DELIVERY LOGISTICS SERVICE

After creating several Speech Analytics categories to quantify the volume and frequency of proactive call back offers, a bespoke evaluation form was crafted focusing on adherence to procedure, appropriateness of call back recommendations, alternative resolution paths, and other indicators of customer satisfaction and FCR.

Lawrence Sanchez, Head of Contact Centres

"We know that we are both a demanding and rewarding client and we like to try different strategies and approaches. Working with BPA we get the agility we need, and they take a refreshingly proactive approach. They are tenacious and inquisitive and want to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good."

Application
Management