360 Degree CSAT & Call Center Metrics
Take your CSAT on to an Advanced Level that Drives Innovations and Improves CX Results
360 degree CSAT
The BPA Quality 360-degree approach to measuring call center metrics performance takes actionable feedback to an advanced level.
Our process provides a comprehensive, multi-faceted view of an organization’s CX capability, linking to agent or team performance and leading to more accurate assessments and actionable insights.
Customer Satisfaction Surveys
Collect feedback and benchmark CSAT, NPS, customer service feedback and customer effort score (CES). Quickly transform feedback into actionable insights that improve customer satisfaction and business processes.
Mystery Shopping
Through coordinated programs of telephone, email and online interactions , as well as in-person visits – we deploy highly experienced Mystery Shoppers to measure service quality.
Accurate Holistic View
The BPA 360-degree approach to measuring performance provides a comprehensive, multi-faceted view of an organization, its CX capability and detailed agent or team’s performance, leading to more accurate assessments and actionable insights.
Balanced and Accurate Feedback
Combining CSAT, QM and Mystery Shopping balances subjective and objective data.
CSAT surveys identifies the how.
Our Psychometric methods provide the why.
And our Power Business Intelligence (PBI) process identify what behaviors and processes have negative or positive impacts.
Drives Action at all Levels
The data gathered through different sources can be aggregated and analyzed to identify trends, patterns, and areas for strategic improvements.
Most importantly data provides precise actionable feedback on behaviors and processes impacting Customer Perception.
Increase in sales year-on-year across the two outsourced call centers
online and telephone comparison and switching service
Improved regulatory process accuracy in three months
Fintech company
Improvement in first call resolution
Global technology company
Why use BPA Quality’s 360 degree CSAT
CASE STUDIES
Don’t just take our word for it!
How BPA Quality Delivered Independent Call Center QA for a Global Technology Company
Vulnerable Customer Case Study: UK Fire and Rescue Organization
Healthcare Contact Center Quality Improvement
Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensure compliance, and elevate patient satisfaction.
Actionable Insights from Chat for Better Support
How BPA Quality Helped a FinTech Lender Meet FCA Consumer Duty Standards
Empathetic Customer Service Training Results for the Funeral Industry
Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Boosting Debt Collection Success with BPA Quality
Improve Sales Success Rates
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
How Contact Center QA Reduced Litigation Risk for a Financial Services Retailer
Call Center Performance Improvement with Analytics
Karyn can’t wait to help you elevate your contact center’s customer experience and performance. Let’s chat today.
Karyn Dupree
Sr. Director of Quality Solutions
Whether you need to speak to our experts about conducting a quality effectiveness audit or handling your quality assurance needs, or you’re interested in implementing mystery shopping programs or enhanced training and coaching, we’re here to help. Contact BPA Quality today.
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866 646 8509
