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
Speech Analytics Driven Call Center Quality
Intelligent Quality (IQ) is where the human element meets AI speech analytics. Notably, IQ takes your contact center quality program to the next level.
Using the power of Speech Analytics, BPA Quality experts develop strategies to enable your agents, managers, and business to provide the best customer experience.
QA & Speech Analytics Experts balance the human and AI sides of the contact center. As a result, we quickly reach your desired business goals & outcomes.
Maximize the benefits of blending call center speech analytics & the human element. For this reason, BPA Quality targets competitive drivers in improving KPIs that matter to your company’s success. With this in mind, our team assists with machine learning with a focus on capturing actionable intelligence.
BPA’s Intelligent Quality solution team does the analysis for you, so you can focus on driving your business forward.
IQ Success
Our data analytics team works with you to produce reporting that innovates and moves your business forward. In fact, their role provides data and feedback tailored to uncover business intelligence for maximum ROI with positive impacts on agent and business performance.
Intelligent Quality Options
Blending Intelligent Quality into Existing Human Monitoring
Ideal for clients wanting to chiefly expand the power of their human-based QA processes by gaining insight into a larger sample of calls. In fact, BPA Quality assists companies with machine learning of existing Speech Analytics programs. As a result, they capture actionable intelligence by Expert led Deep Dives.
For this reason, it’s perfect for monitoring script compliance or attributes where there is a clear, simple measurement. Such as, highlighting calls that may present a risk to the customer experience, Customer Effort or Negative sentiment.
Providing Business Intelligence & Solving Challenges
Designed to focus on specific challenges affecting your business that you may not be aware exist. For this reason, our team of data scientists use their expertise to identify effective solutions that quickly improve performance and outcomes.
For Example, TQI (Targeted Quality Insights) are aimed at improving FCR, reducing repeat calls, and measuring the impact of changes in service or new product launches.
Why BPA Intelligent Quality | Human Listening + Speech Analytics?
Detailed reporting provides actionable insight and intelligence that gains a better understanding of customer experience.
Identify Behavioral, Procedural, and Workforce Management insight and actionable intelligence.
Spot high-effort customer touchpoints, which identify process and customer journey improvements.
Support consistent, superior service delivery across every channel and customer touchpoint through monitoring and measurement.
Identify training needs or performance issues and define targeted coaching programs.
Align company-wide focus on improving customers’ experiences to increase loyalty, repeat visits, sales, and ROI.
Raise the service delivered to 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, and avoid potential issues and complaints.
To support sales and marketing activities. Gain a greater understanding of how products and services are positioned. As a result, insights are used to change 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. If you are looking to expand your current team or fully outsource your QA data analytics activity or delivering a full turnkey service, BPA Quality is your partner.
Speech and Text Analytics
BPA Quality maximizes the VALUE of using speech and text analytics tools. We drive to deliver exceptional service and business outcomes.
For example, we manage the process of regular updates to the speech dictionary, phonetic tuning, and alignment of brand-specific terms. 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.). We discover the “who, what, and why” of issues to drive organizational change.
Why it works:
- BPA Behavioral Scientists do all the analytics & management of creating queries & producing detailed reports
- We combine & correlate additional data, such as CSAT & NPS scores, to capture a 360-degree view of CX and Agent performance
- Completely tailored to your needs & goals – the BPA expert speech analytics team aligns with your goals and become an essential part of your team
- Flexible solution that can ramp up or down depending on business needs
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 tool for the Contact Center industry. Speech and Interaction Analytics delivers insight at scale, freeing your QA resource to focus on value add activity that technology can’t replicate, such as emotion management. It also enhances organizational awareness of areas such as risk management, deliver operational efficiencies opportunities and identify potential Customer Experience improvement outcomes.
Pete Dunn, EMEA Community Engagement Manager