Outsource Contact Center QA to BPA Quality to Improve Customer Experience, Sales & Agent Development

The BPA Approach

Redefining what’s possible in Call Center Quality Programs – the BPA Quality Approach

Third-Party Contact Center Quality by BPA Quality

The influence of the contact center and quality functions has grown over the years. As a result, it now encompasses most aspects of the business from Sales, Marketing, Product Design, Legal and Compliance, and all Customer-Facing Operations.

The BPA Quality approach is proven to deliver real competitive advantages and outstanding results for our clients and their customer-facing teams.

Clients select the scope needed to move their business forward. With this in mind, the range is from using our state-of-the-art call center QA software technology to tracking and managing the development of Agents and Supervisors. Additionally, our teams of Quality Experts evaluate and deliver coaching ready insights and/or provide a complete end-to-end solution managing speech technology.

The BPA Quality Approach

Total Quality Solutions

Quality Assurance Subject Matter Experts (QA-SME) evaluate and assist in developing a quality strategy that fits your business needs and goals.
We help you measure the right things that chiefly drive positive agent behavior and customer satisfaction excellence.
Focus on all multi-channel customer interactions (i.e., calls, chats, emails, social media, and SMS).

Access to tools that keep your team calibrated and effectively coaching regularly.
Multi-lingual and cross-cultural evaluations – the QA Human Element to improve Call Center Customer Experience.
Scalable solutions for rapid deployment: Call Center Quality Monitoring, Training & Development, Benchmarking, Speech Analytics & Management, Consulting, Analytics & Psychometrics Business Intelligence, and QA Software with custom dashboards & reporting.

How do we do this?

BPA Quality has analyzed and evaluated millions of customer contacts across 45 languages and multiple industries, thus giving us unique insights into what delivers an exceptional, effortless omni-channel customer experience.

We provide our clients with the data, trends, and actionable insight they need. As a result, they can make critical business decisions on customer engagement and people development.

Our specialist teams are dedicated to helping organizations hold highly effective interactions with their customers whichever contact channel they select. We understand our clients’ challenges because we’ve been there ourselves. Our teams are experts in Managed Quality Assurance Services and also have vast Contact Center Operations experience across multiple industry sectors.

In short, you get the latest thinking in customer experience & quality and ensure you are never behind the curve by partnering with us.

Why our clients partner with us

BPA is the global leader in providing Managed Quality Assurance Services for contact centers worldwide for more than 30 years.

Our clients outsource call center QA to us because they know we deliver measurable improvements in service quality, customer experience, and compliance for the following reasons:

Quality Expertise

BPA Quality ensures our clients benefit from best-practice quality processes that focus on the best development of each channel of customer contact.

Our Specialist Team

In fact, our clients appreciate their access to our highly skilled quality specialists. Our team specifically identifies areas that positively enhance customer engagement and experience.

Achievement of Tangible Business Results

Positive impacts on customer engagement, satisfaction and retention, conversion rates, brand loyalty, staff motivation, and compliance.

Worldwide Experience

BPA has specialized in a global approach to call center quality assurance for over 30 years across hundreds of business sectors, including some of the world’s biggest brands.

Compliance & Knowledge

Our independent quality monitoring and evaluation solutions deliver on regulatory and compliance objectives, meanwhile checking knowledge transfer and accuracy.

Our Technology & Feedback Solutions

Designed by QA people for QA people, our state-of-the-art live reporting tool delivers comprehensive results and feedback in near real time. It is created by our in-house software development team and is fully tailored to our clients’ requirements.

Our partnership approach

Every client’s business is unique, so we work with them to tailor our services to meet their specific business models and key drivers.

Analysis, Objectivity & Accuracy

Independent, accurate, and transparent analysis of customer-agent interactions which is understandable so as to drive actionable feedback & insights.

Training & Development

We provide practical, common-sense, and custom training development that is directly linked to enhancing the performance and behavior of your customer-facing teams.

Client Results

An international airline company client saw a 36% improvement in sales process adherence.

Leading car manufacturer increased their CSAT by 30% after outsourcing call center QA with BPA Quality

Our last customer satisfaction survey showed 100% of our clients would be happy to recommend us to other companies.

Leading car manufacturer saw $6.2m incremental growth revenue as a result of our partnership program.

The UK’s top online train ticket retailer saw NPS improve from -40 to +15 in nine months.

A multinational company saw a 95% drop in weekly complaint calls, from 200 down to just 10, in only four months.