About
BPA Quality’s Mission
Our mission is to help call centers all over the world provide great multi-channel customer experiences consistently and effectively while achieving exceptional business successes.
The BPA Quality Story
As a Call Center QA company, BPA Quality has been helping contact centers globally 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:
- Quality Strategy
- Quality Monitoring
- Mystery Calling
- Benchmarking
- Call Center Consulting
- Analysis / Psychometrics
- Agent & Manager Training Sessions
- Quality Management with Speech Analytics options
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 + 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. Our human element & machine learning expertise quickly creates a path to recognized value in a speech analytics investment . Learn more about Verint’s description of managed services options supplied by BPA Quality by visiting Verint.com.
BPA Quality 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
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.
We're more than just a business...
How to deal with an angry customer via the Contact Center
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
Call Center Manager Challenges According to ChatGPT
How to deal with an angry customer via the Contact Center
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program