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call center best practices

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, 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.

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.

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

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Quality Monitoring in Call Centers

Why Quality Monitoring is Important for your Call Center?

WHITEPAPER

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.

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customer satisfaction, customer experience

Can you please everyone all of the time?

NEWS

Contact centers constantly interact with people from all walks of life. No matter what service you are offering, contact center teams speak to a wide range of people every day of the week. All of those people will have their own preferences on how they like their queries to be answered. So, how do you … Continue reading Can you please everyone all of the time?

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customer service standards, call center customer experience

Customer service matters: A focus on standards for Customer Service Week

NEWS

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 Week

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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.

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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.

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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

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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

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4 Reasons for Contact Center Quality

Call center quality monitoring

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