Make your Call Center Quality process more than checking boxes.

Whether you want to outsource all or part of your call center quality monitoring program, BPA’s industry experts and managed quality services are ready to take your organization’s quality program to the next level.

BPA experts have decades of global experience in the field of Contact Center quality assurance (QA).

Through our Expert Quality Services ™, we bring a level of expertise into play that ensures you always have a reliable team of professional IQAs (Independent Quality Analysts) available, providing an independent, unbiased view of Customer Engagements, Agent Performances, and Business Insights.

Insightful & effective feedback …

• Outsourcing your QA program to BPA allows supervisors to focus on coaching and feedback, rather than wasting time listening to a volume of calls.
• BPA Analysts provide an accurate, independent, unbiased view of agent-customer interaction performance (phone, email, SMS, chat or social media) via remote quality monitoring, telephone mystery shopping, benchmarking and customer satisfaction surveys.
• Our reporting staff, led by our Psychometrician, analyzes the data and develops robust reporting and independent analysis that impacts the agent performance and the business as a whole.