Proactive business intelligence
call center analytics
Data analysts and journalists turn the data from your customer contacts, AI, human and customer feedback into actionable insights and recommendations
Proactive business intelligence
Identification of highly actionable business intelligence through proactive call center analytics of aggregated data sets to identify anomalies, emerging issues and trends, helping you gain the visibility you need to run your business.
Psychometric and data science support
Regular psychometric and data science support identifying prioritized business improvement opportunities selected for deep-dive studies including further contact center data analytics, targeted evaluations and narrative-driven results presentation.
Science and evidenced based form design
Science and evidenced based bespoke form design to ensure your business priorities are captured and enhance the accuracy and actionability of the data and results achieved.
Data-led analytics
With suitable call center KPI data, your analytics process can aggregate standard and bespoke evaluations at case level to support business intelligence projects focused on the customer journey and enhancing CX.
Call center speech analytics, text, and other data sources
Integration of call center speech analytics, text, and other data sources requires a robust, data-led view across a vast array of data sources, we can help you make sense of the data, and what decisions need to be made.
Agile delivery to support transformation
Agile delivery of contact center reports to support transformation from scoping, through definition, and into delivery – our dedicated team targets critical areas such as improving first contact resolution, reducing customer effort, re-designing processes, and mapping customer pain points.
Better sales close rate
American broadcasting corporation
Improvement in first call resolution
Global Technology Company
Over 20 targeted quality insight reviews delivered to the Client in the 1st year
US National Healthcare Provider
Why use proactive business intelligence & call center analytics?
CASE STUDIES
Don’t just take our word for it!
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
Call Center QA for Fintech | BPA Quality
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.
Regulated Industry Contact Center Solutions | BPA Quality
Call Center Performance Improvement with Analytics
Proven Call Reduction Strategies Case Study
Utility Company
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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