BPA is a Global Outsourcer of Expert Contact Center Quality Monitoring Services
Whether you need advice or guidance in setting up your contact center quality monitoring organization, maximizing the effectiveness from your current activity, or you want to investigate how you best measure performance & compliance objectively to drive customer engagement, our team of QA experts can customize a quality assurance strategy.
We support you in developing your call center QA vision and strategy, improving performance, and focusing on achieving specific business outcomes. Our services include: Call Center Quality Monitoring with Independent Analysis, Speech Analytics-Driven Quality, Agent & Leader Training, Consultancy, Call Center Benchmarks, Root cause analysis, Omnichannel quality monitoring, Compliance & Risk Management, and a secure Quality Assurance Reporting Portal.
Our consultants provide in-depth industry and technical knowledge in the areas of quality management, form design, process excellence, customer insight, maximizing the human element in interactions, coaching, and feedback, and helping you maximize contact center ROI.