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

To begin with, our highly experienced quality analysts provide accurate, actionable, and coaching-ready feedback that significantly drives best-in-class results. As a result, you can expect improvements such as:

Improved Customer Experience and Satisfaction scores
Increased Sales and Customer Retention
Compliance with Contact Center regulatory and legal requirements

and so much more.

Transitioning to Third-Party Quality Monitoring

Above all, we are experts in Contact Center Quality Assurance. By partnering with us, you can expect revenue growth, an increase in customer retention, accuracy, and efficiency. Additionally, we provide best-in-class insights and measurements that deliver the highest customer impact and 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.