Expert QA outsourcing

Call center quality assurance

Our Contact Center Quality Monitoring Specialists Help you Maximize QA Activity Impact, Reduce Costs & Enhance CX Results.

Contact center qa

Expert call center QA outsourcing

Delivers you a highly skilled team of call center quality monitoring experts across all channels, delivering increased actionable insight, customer service improvement, compliance and coaching-ready feedback into your customer facing teams.

outsource your call center quality assurance to the experts in QA and CX, call center quality monitoring service

Contact evaluation experts

Ensures that you have a team of experts to evaluate the impact of contacts on Customers. They also provide human listening for more complex or sensitive contacts and ensure accuracy when AI or technology is used.

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About BPA Quality, Call Center CX & QA Experts

Training & development team

Actively supports the development of supervisors and agents to meet the evolving needs of AI and complex customer requirements.

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Data analysts & journalists

Identify opportunities to streamline processes and workflows, enhancing overall efficiency. Transforms your customer engagement strategy and call center compliance monitoring to achieve unparalleled results.

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Psychometric team

Ensures performance metrics align with impactful customer perceptions and outcomes. Valid, reliable measurement ensures effective training, calibration and the results achieved.

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Speech & text analytics

Our team of speech analytics experts ensures that you capitalize on your technology investments by maximizing capability.

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

online and telephone comparison and switching service
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Improved regulatory process accuracy in three months

Fintech company
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Improvement in first call resolution

Global technology company

Why use BPA Quality’s independent call center quality assurance and evaluation solutions?

Independent quality assurance

Outsource of Call Center QA programs in full or in part across all channels using human resources or technology provides increased actionable insight, service improvement and coaching-ready feedback into your customer-facing teams.

Impartial and balanced view

Provides an impartial and balanced view of your interpersonal interactions in coaching-ready feedback, supporting your coaching and development outcomes.

Expert targeted contact analysis

Targeted contact analysis by our team of contact center quality monitoring specialists to support effective coaching, enhance agent performance and deliver better customer outcomes.

Integration of technology

Expert support in integrating AI and technology into your Contact Center Quality Assurance operation.

Design of evaluation metrics

Psychometrics support is provided to design valid, reliable and science-based metrics aligned to CX outcomes.

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Provides regular independent assurance and evaluation

Enhance existing call center quality assurance activities in determining if your teams are maximizing the value of every interaction and delivering customer excellence.

Provides actionable insight and intelligence outcomes

Blended Human and AI support for complex or multi-layered contact center quality assurance, driving insight and actionable intelligence, supporting robust strategic decision making, ROI and improved operational excellence.

Day-to-Day practical support

Support that is based on science and QA/CX best practices. We are the easy button that allows you to focus on running your call center monitoring operation.

CASE STUDIES

Don’t just take our word for it!

healthcare customer experience, 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...
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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...
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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...
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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...
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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...
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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...
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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.

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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...
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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...
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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