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:

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 part of the Verint family because we enhanced 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

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.

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.

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...

    What is Call Center Quality Monitoring?

    Call Center Quality Monitoring Defined


    Developing Agent Tone of Voice for your Contact Center

    The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.


    Call Center Lessons on Leadership

    Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied. 


    Agent Coaching – Why and How to Make it Effective

    This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.


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