captcha



    call center best practices, Improve Call Center Quality

    Resources

    CONTACT CENTER BEST PRACTICES

    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, videos, and podcasts 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.

    Feel free to review our material and subscribe to our newsletter; simply fill in your details below, and you will automatically be added to our newsletter.

    best practices for working from home, work from home best practices call center

    Best Practices for Working from Home – Contact Centers

    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

    MORE
    Contact Center Agent Performance Best Practices in the Utility Industry

    Best Practices in the Utility Industry

    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

    MORE
    what is customer experience, importance of customer experience

    What is Customer Experience?

    NEWS

    Customer Experience is defined as all the interactions a customer has with your company and how they feel about those interactions over the lifetime of their relationship with your brand. How to deliver a great customer experience Having productive conversations is at the heart of a great Customer Experience. There is no better place to … Continue reading What is Customer Experience?

    MORE
    call center quality program

    A “Quality” Call Center Quality Program Do’s and Don’ts

    NEWS

    Most professionals in the Contact Center industry have seen many Quality programs come and go throughout their careers. Often describing the programs as nit-picky, scripted, or simply a checklist. Even more concerning, you may have noticed some agents or supervisors just going through the motions – waiting for the current program to be replaced with … Continue reading A “Quality” Call Center Quality Program Do’s and Don’ts

    MORE
    Experts in Call Center Quality Assurance

    Discovering BPA Quality – Experts in Call Center Quality Assurance

    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.

    MORE
    call center monitoring

    The best-kept secret in Quality Monitoring

    VIDEO

    Discover what makes BPA Quality the perfect call center monitoring solution for companies looking to enhance their customer experience, sales, and quality scores.

    MORE
    psychometrics increase sales

    Psychometrics Increase Sales in Call Centers

    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

    MORE
    Psychometrics in Call Centers, CSAT scores

    Psychometrics use in Call Center QA to Increase CSAT Scores

    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

    MORE

    Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

    Yes, I want to revolutionize my Call Center QA process