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

BPA Quality’s Call Center Quality Monitoring Client

Call Center Quality Monitoring

Call Center Quality Monitoring Outsource Experts

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

Improvements in Customer Experience and Satisfaction scores
Increases in Sales and Customer Retention
Maintains Contact Center Compliance with regulatory and legal requirements

and so much more.

Third-Party Quality Monitoring

Above all, we are experts in Contact Center Quality Assurance. What you can expect from us: revenue growth, increase in customer retention, accuracy, efficiency, best-in-class insights and measurements that has the highest customer impact & ROI.

What to expect from BPA Quality’s Call Center Quality Assurance Services

Multi-Channel

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

Multi-Lingual

Quality Assurance in 48+ Languages and delivered by native speakers with a full understanding of cultural expectations of customer service standards.

Call Center Compliance

Expertise in Legal, Regulatory & Compliance Requirements across multiple highly governed industries, for instance, Healthcare, Insurance, Utilities, and Finance.

QA-Driven Sales

Increase Margin, Value, and Loyalty with focused Sales QA, which identifies ‘sales through service’ opportunities.

Emotional Intelligence and the Human Element

Focused Feedback to engage and maximize contact center agent development. Ultimately, uncover agent retention opportunities, while improving Customer Experience Outcomes.

Process Improvement

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