Expert QA Outsourcing

Helps your QA activity maximize its impact, reduce costs and enhance the CX results being achieved.

Expert QA outsourcing

Delivers you a highly skilled team of QA experts full or in part across all channels, delivering increased actionable insight, service improvement and coaching-ready feedback into your customer facing teams.

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.

Training and development team

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

Data analysts and journalists

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

Psychometric team

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

Speech and 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 Quality Assurance and evaluation solutions

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Independent Quality Assurance

Resourcing of QA programs 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.

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Impartial and balanced view

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

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Expert targeted contact analysis

Expert targeted contact analysis by our team of specialist quality experts to support effective coaching, enhance agent performance and deliver better customer outcomes.

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Integration of technology

Expert support in integrating AI and technology into your QA operation.

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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 assurance activities in determining if your teams are maximizing the value of every interaction and delivering customer excellence.

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Provides actionable insight and intelligence outcomes

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

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