4 Reasons for Contact Center Quality
At BPA Quality we are always looking to share new thinking and best practices in the area of Contact Center Quality Assurance. Over the last 30+ years, we have built up a rich library of whitepapers, blogs, newsletters, and videos ready to share with you.
We are always adding content and looking for ways to champion an area of business that can have a profound impact on customer engagement, experience, compliance, employee engagement, sales, marketing, product design, process improvement, and RFP creation.
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“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 IndustryMORE
Discover why quality monitoring in call centers is important, and how BPA Quality can provide a well run monitoring program for you. Download Free Whitepaper.MORE
With National Customer Service Week underway, we have a golden opportunity to really focus on customer experiences and outcomes and what we can do to improve them. Here, Pete Dunn, Community Engagement Manager, explores why customer service standards are so important, and some of the ways it can be delivered effectively. We’re all customers. So, we … Continue reading Customer service matters: A focus on standards for Customer Service WeekMORE
In this blog, Craig Antonucci, our CCO looks at how customer experience professionals can sometimes lose sight of how to be a good customer. It was 5 am, and the second nurse of the morning had just left, gathering my morning vitals for the records. I laid starring at the dim light, listening to the … Continue reading If you are a Customer Experience Professional are you also a good customer?MORE
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
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 CentersMORE
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 ScoresMORE
Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.