At BPA Quality we are always looking to share new thinking and best practices in the area of Contact Center Quality. Over the last 30+ years, we have built up a rich library of whitepapers, blogs, and videos ready to share with you.
We are always adding content and analyzing areas of business that will have a profound impact on customer engagement, experience, compliance, employee engagement, sales, marketing, product design, process improvement, and RFP creation.
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WHITEPAPER
Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the time of physical distancing. Here at BPA Quality, we have had remote teams for more than 10 years, and here are our best practices for working from home for those just getting started. Since COVID-19 … Continue reading Best Practices for Working from Home – Contact Centers
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WHITEPAPER
“An Overview of Contact Center Agent Performance Best Practices in the Utility Industry” By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to … Continue reading Best Practices in the Utility Industry
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NEWS
Call Center Coaching Session A key factor in improving Customer Engagement is the Supervisors/Leadership Team feedback to Agents. The impact of the interaction between the Coach and the Agent should not be underestimated as it is a major source of skill development. Often in the journey of improving Customer Engagement, the quality or effectiveness of … Continue reading 5 Steps to Great Call Center Coaching Session
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NEWS
Call Center Quality Monitoring Sample Size for Improved Performance This question is a widely disagreed one…there are many answers…but the “right” answer is “as many as it takes to improve performance, while not exceeding the cost of quality.” There are those who subscribe to the requirement of a statistically valid Quality monitoring sample size per … Continue reading What is a valid Quality Monitoring sample Size for Call Center Performance Improvement
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VIDEO
Take a look behind the scenes at the BPA Quality US offices and meet our team of experts. We are Experts in Call Center Quality Assurance.
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VIDEO
Discover what makes BPA Quality the perfect call center monitoring solution for companies looking to enhance their customer experience, sales, and quality scores.
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CASE STUDIES
Psychometrics increase Sales and CSATs Our Radio Service Provider Customer was receiving mixed results when it came to successful sales calls. So, BPA Quality used a psychometric analysis approach to assist in identifying call center agent behaviors and skills that resulted in higher sales. Once these behaviors were identified, BPA designed a behavioral-based training model, … Continue reading Psychometrics Increase Sales in Call Centers
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CASE STUDIES
Despite their size and reputation, our customer was suffering from mixed customer satisfaction scores. So, BPA Quality used psychometric analysis to assist in identifying call center agent behaviors and skills that resulted in higher CSAT scores. Once these behaviors were identified, BPA designed a behavioral-based training model, so that these behaviors would be replicated through-out … Continue reading Psychometrics use in Call Center QA to Increase CSAT Scores
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