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.

Customer Satisfaction Survey, CSAT

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 and benchmarking with bpa quality

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.

0%

Increase in sales year-on-year across the two outsourced call centers

online and telephone comparison and switching service
0%

Improved regulatory process accuracy in three months

Fintech company
0%

Improvement in first call resolution

Global technology company

Why use BPA Quality’s 360 degree research

Detailed Reporting

Provision of detailed reporting providing actionable insight and intelligence that has a direct impact on your business.

Comprehensive Data

Acquire comprehensive data and analytics for better-informed strategic decision making through understanding what CX looks and sounds like across every channel and touchpoint.

Regulatory and Legal Compliance

Ensure compliance with regulatory and legal requirements to maintain a positive brand image, avoid potential issues and reduce complaints.

Support Sales and Marketing Activities

Support sales and marketing activities, gaining a greater understanding on how products and services are positioned and service delivery insights gained can be used to reposition product messaging.

T

Reduce Operating Costs

Prioritize experience improvements, reduce operating costs and/or increase revenue based on customer data.

Decision Making Support

Obtain decision-making support and hypothesis validation.

CASE STUDIES

Don’t just take our word for it!

Financial Services Customer Stories BPA Quality

Financial Services Legal

Our client is one of the largest retail outlets for home electronics in the Southern part of the United States. As most of their inventory is large ticket price, they...
Fintech Customer Story BPA Quality

FINTECH COMPANY

Our Client is a FinTech company operating a a short-term peer-to-peer lending platform aiming to offer customers lower borrowing rates and lenders higher returns...
Cable Customer Story BPA Quality

Cable Company

Cable Home Technician Visit Reduction – Our client is one of the nation’s largest providers of at-home communications, namely cable television, high-speed...
Technology Customer Story BPA Quality

Global Technology Company

Live chat is quickly making its way to becoming one of the preferred contact channel for consumer support. Whilst studies have shown this varies by age demographic, one...
global delivery Customer Story BPA Quality case study

Global Delivery Logistics Service

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Center to determine root cause and identify improvement strategies in...
satellite media Customer Story BPA Quality case study

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.

healthcare insurance Customer Story BPA Quality case study

US National Healthcare Provider

The lack of a centralized, independent quality process across multiple Contact Center vendors was leading to a lack of consistency and negative CX outcomes for...
utility Customer Story BPA Quality case study

Utility Company

The Client used BPA Quality Quality PLUS Calibration tool to further improve their quality management. The quality platform delivered improved reliability, better ease...

Housing Association

Our Client is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several...

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.

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866 646 8509