360 Degree Research & Call Center Metrics
Take your CSAT on to an Advanced Level that Drives Innovations and Improves CX Results
360 degree research
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.
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.
Providing a 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 research
CASE STUDIES
Don’t just take our word for it!
US National Healthcare Provider
Financial Services Legal
FINTECH COMPANY
Cable Company
Global Technology Company
Global Delivery Logistics Service
Digital Satellite Media Broadcaster
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
Utility Company
Housing Association
Funeral-related service provider in the United Kingdom
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.