call center qa company Call Center QA Company

About

Our Mission

BPA Quality’s mission is to help call centers all over the world provide great multi-channel customer experiences consistently and effectively while achieving exceptional business successes.

Our Story

 

As a Call Center QA company, BPA Quality has been helping contact centers all over the world provide excellent customer experiences since 1988.

With offices from the United States to the UK and analysts speaking in more than 45 languages, we support our clients with every step of their quality journey to becoming a CX Center of Excellence:

Call Center QA Company BPA Quality

Trusted & Experienced Call Center Quality Partner

From our decades of evaluating tens of millions of contact center agent-customer interactions, we understand the importance and effect human behavior science & psychology has on overall business success. Therefore, our clients have access to our expertise and trust that they will benefit from our partnership.

 

BPA Quality and Verint Managed Services

BPA Quality + Verint = Managed Services Program

Recently, BPA Quality became a wholly-owned subsidiary of Verint Systems, Inc. (NASDAQ: VRNT) because we enhance and complement their in-demand speech analytics technology solutions by adding our human element & machine learning expertise. Learn more about Verint’s description of managed services options supplied by BPA Quality by visiting Verint.com.

Our Values

Our values are a core part of who we are as individuals and define BPA Quality as an organization. They shape the way we work with our customers and with each other.

Hence, we recognize that it is the power of our people that drives us forward. Every employee in the company contributes to the service we deliver. We value every individual’s contribution, thus encouraging everyone to reach their full potential.

We are more than a Call Center QA Company

Contact Center QA Firm

We leverage our knowledge, experience, and resources to achieve amazing results every time.

We always seek to construct creative solutions that consistently help drive results.

Call Center QA Company

Getting to know our customers means we can make them happy all the time, every time.

We work together as one to ensure we’re more than the sum of our parts.

Enthusiastic Contact Center QA Firm

We display a can-do attitude, looking for positive solutions and striving for excellence.

We place objectivity, honesty, and ethical behavior at the heart of everything we do.

We embrace diversity to encourage new ways of thinking, fresh perspectives, and cutting-edge ideas.

FORTUNE 500 Clients Improving Customer Experiences with BPA Quality

Want to establish a Call Center of Customer Excellence? Talk to the Experts at BPA Quality.

    Which of our services are you interested in?

    We're more than just a business...

    20 Call Center QA needs

    20 Call Center Quality Assurance Needs – the Big Picture

    20 Call Center QA Needs for a successful Quality Program

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    Omnichannel Customer Experience – Can you please everyone all of the time?

    How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.

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    Effective Call Center Quality

    Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting

    BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.

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    Insurance Collections Bureau

    With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.

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