We were really impressed by the detailed and insightful output from the Quality Evaluation Audit carried out by BPA, which gave both reassurance of our strengths and a clear direction for areas of focus and future opportunity.
Customer Services Director, OVO Energy
Quality Effectiveness Audit
Evaluate the Effectiveness of your Call Center – Trusted by 100s of Call Centers Globally
At the heart of our quality consulting service is the QEA, our Quality Effectiveness Audit.
This wide-ranging process examines your Contact Center’s Quality Management program, analyzing your current approach against our proprietary Critical Success Factors identified from 30 years of global research and experience in quality monitoring.
It then delivers a comprehensive roadmap report that contains an expert assessment of your Contact Center Performance program’s strengths and opportunities areas and presents recommendations to support long-lasting change that will help positively transform your Quality Management program, your business, and your Customer Experience outcomes.
The benefits of our Quality Evaluation Audit
- Exceptional Return on Investment
- A rigorous review of Policies, Processes, and Procedures
- Actionable Insights to support strategic and tactical decision making
- Improvement opportunities and prioritization of delivery
- A low-effort, comprehensive review of your current QM program with an improvement roadmap
- Industry benchmarking against some of the worlds biggest organizations and brands
- Operational Excellence enhancements
- Insights for effective performance management and wider business engagement
- Enhancements for anyone completing Quality Assurance
- Optional bespoke contact monitoring by BPA experts to examine current interaction quality
Our QEA will review…
Review of your current processes and procedures that sit behind the QA process together with the QA charter match to business goals, quality control, and statistical approach.
Scoring and Evaluation Process
Review of current scoring process to include workflow, resourcing, measurement of accuracy, guidelines, methodology, environment, and channels.
Review of calibration process and procedures including frequency, constituents, scope, methodology, link to training & coaching, disputes, selection criteria.
Risk & Compliance
Review of risk and compliance regulatory requirements and impact on QA, including the relationship between QA and Compliance, audits, vulnerable Customers, risk-based evaluation.
Evaluation of current contact scorecards including how they were devised, the review process, methodology, and link to customer outcomes.
Feedback & Coaching
Evaluation of current feedback and coaching process and effectiveness. Focus areas will include activity type, frequency, resourcing, training & review, tracing.
Reporting & Analysis
Review of current QA reporting and analysis including types of reporting, scope & use, impact, link to business, visibility, process improvement link, technology.
Link to Customer Satisfaction Metrics
Evaluation of how QA data is matched to other forms of customer satisfaction/dissatisfaction data for links, use of QA data to drive customer engagement & experience.
Review of how QA data is used to inform the wider business of performance, the sphere of influence, senior management awareness, visualization of results, RCA, feedback mechanisms.
HR & Training
Review of HR and training processes that underpin QA activity including selection criteria, induction, coaching skills, competency framework, assessment, TNA loop.
Review of current technology deployed to support the effective delivery of the QA process: retrieval, evaluation, reporting & MI, integration, channels.