BPA use their experience to proactively gather insights and analyse data outside of the core compliance monitoring – always suggesting where we can make improvements – which is making a real difference.

Quality & Compliance Manager, Uswitch

Utilizing BPA Quality’s Call Center Quality Assurance

Call Center Quality Monitoring

Expert Contact Center Quality Assurance Outsourcing is the epicenter of our services.

Our highly experienced quality analysts provide accurate, actionable, and coaching-ready feedback that drives best-in-class results like:

Improvements in Customer Experience and Satisfaction outcomes
Increase in Sales and Customer Retention
Maintains compliance with regulatory and legal requirements

and so much more.

Together, we will set up secure access to your customer interactions (calls, chats, emails, social media). Then your dedicated BPA Quality team of QA experts will begin evaluating and uncovering insights that make significant improvements to your overall business success.

Third-party Quality Monitoring

Since we are experts in Contact Center Quality Assurance, our teams are more efficient, in tune with best-in-class customer engagements, and trained in analytical quality monitoring & call center metrics.

What to expect in a Call Center Quality Assurance Partnership with BPA Quality

Omni-Channel

Comprehensive QA of all Customer Contact Channels (voice, email, chat, social media) carried out by our US-based team of specialist quality experts.

Multi-Lingual

Quality Assurance in 48+ Languages, delivered by native speakers and with a deep focus on cultural nuance & expectations of customer service standards.

Regulatory Call Center Compliance

Extensive Knowledge of Legal, Regulatory & Compliance Requirements across multiple highly governed industries, like Healthcare, Insurance, Utilities, and Finance.

QA-Driven Sales Performance

Increase Gross Margin, Lifetime Value, and Brand Loyalty with focused Sales QA that helps to identify ‘sales through service’ opportunities.

Emotional Intelligence and the Human Element

Focused Feedback on empowering and engaging contact center agents, maximizing development & retention opportunities, and improving Customer Experience Outcomes.

Process Improvement

Continuous Evaluation of Services from highly Calibrated QA Experts to support consistent service experience for all customers, across all channels and call center metrics.