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.
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