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

Managed Speech and Text Analytics

Our Managed Call Center Speech Analytics programs enable our Clients to significantly transform business performance by combining valuable customer experiences, insights, and actionable intelligence with coaching-ready feedback.

Furthermore, BPA understands and measures how these interactions and experiences represent and shape your business is vital to ongoing success and to delivering the right customer outcomes.

Customer contacts provide a highly valuable source of key business information, insight, and workforce management, highlighting how to enhance the level of experience delivered, identify risks and areas for improvement, measure the impact and effectiveness of new products and sales activities and enhance agent service delivery.

Evaluate custom contacts by using a number of business tools including quality monitoring, speech and text analytics, data analysis, psychometrics, insight analytics, and targeted qualitative analysis which means you have an enterprise-wide view of performance, which enables you to target the contacts and situations that matter.

By unlocking the ability to understand and drive sales and customer satisfaction, your tailored BPA Managed Speech Analytics service provides deeper insight and analysis with no need to purchase expensive software, servers, or additional analysts.

Team of Speech Analytics Experts

BPA Quality provides you with a team of experts to help manage the entire Speech Analytics QA process, ensuring the business is able to turn data into action. Whether it’s using analytics to understand how your business is interacting with customers or focusing on agent performance, BPA Managed Quality Services can help.

Why BPA Quality Managed Speech Analytics?

Obtaining detailed reporting providing actionable insight and intelligence helping you gain an enhanced understanding of customer experience and what a great experience looks and sounds like

Identify Behavioral, Systemic, and Workforce Management insight and actionable intelligence

Spot high effort customer touchpoints – identifying process and customer journey improvements, together with targeted workforce optimization solutions

Support the delivery of consistently superior service across every channel and customer touchpoint through monitoring and measurement of service performance

Identify any training needs or performance issues and define targeted coaching programs that reinforce employee knowledge, enhance performance and service execution

Align company-wide focus on improving customers’ experiences to ultimately increase customer loyalty, repeat visits, sales and return on investment

Enhance the service delivered to your customers by improving customer satisfaction and retention

Increase sales and customer loyalty by providing customers with the experience they want and expect

Ensure compliance with legal requirements to maintain a positive brand image, avoid potential issues and complaints

To support sales and marketing activities, gaining a greater understanding of how products and services are positioned and service delivery quality; insights gained can be used to reposition product messaging

Partnership Approach

Managing a Speech Analytics program is a big job. For that reason, BPA provides services that can support this activity efficiently and effectively. Our support is tailored to your specific needs, be it augmenting your current team to fully managing your QA data analytics activity, to delivering full turnkey solutions

Speech and Text Analytics

BPA Quality helps our Clients maximize the benefits of using speech and text analytics tools as an enabler to delivering exceptional service and business outcomes.

For example, we may manage the process of periodic updates to the speech dictionary, phonetic tuning, and incorporation of brand-specific terms. When not managing the platform, and equally important, our analysts work with you to generate business insights from your Speech Analytics provider (Verint, Nice, Nexidia, Call Journey, BPA Quality QA tool, etc.), discovering the “who, what, and why” of issues to drive organizational change.

Why it works:

Targets the calls that matter to the customer experience for focused audits
You can coach to specific behaviours
Concentrates on defined quality initiatives
Identifies reasons for escalations and/or callbacks
It looks for emerging trends & IDs best practices
It gives you more time to spend improving interactions instead of putting out fires

Best of all … BPA Quality does the analysis for you.

Ready to harness the power of speech analytics in your call center?

Here at BPA Quality we view Analytics technology as a fantastic enabler for the Contact Centre industry. Speech and Interaction Analytics can deliver insight at scale, freeing your QA resource to focus on value add activity that technology can’t replicate such as emotion management. It can also enhance organisational awareness of areas such as risk management, deliver operational efficiencies opportunities and identify potential Customer Experience improvement outcomes.

Pete Dunn, EMEA Community Engagement Manager