Independent
Quality Monitoring

Increase the value of the QA function & programme. Ensure consistency of messaging. Boost sales opportunities. Meet regulatory requirements.

When you use BPA Quality’s Independent Quality Monitoring, you’ll realise benefits across your business that go beyond a traditional QA program.

Independent Quality Monitoring Solutions

OMNI-CHANNEL MONITORING

Ensure comprehensive and consistent quality assurance across all customer contact channels (voice, email, chat, social media).

MULTI-LINGUAL MONITORING

Native speakers across 48 languages ensures all feedback takes cultural nuance and expectations of customer service standards into account.

REGULATORY ASSISTANCE

Targeted guidance around legal and regulatory requirements, giving confidence that any risks and controls are well understood.

PROCESS IMPROVEMENT

Highlight areas of customer effort, deliver actionable, ongoing improvement opportunities and ultimately increase the value of the QA function to your business.

EMOTIONAL INTELLIGENCE AND THE HUMAN ELEMENT

Enhance critical skills such as empathy and rapport building, creating more successful and mutually pleasing interactions with each customer.

QA-DRIVEN SALES PERFORMANCE

Identify ‘sales through service’ opportunities, and receive assurance on areas such as effective questioning and listening, identification of unappreciated needs and upsell/cross sell opportunities.

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of The quality assurance call monitoring score increased by 11.85%

Financial Services Company
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77.5% – overall reduction in remote call monitoring non-compliance score

UK-based online and telephone comparison and switching service
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of 16% – Overall improvement in mystery shopping quality

UK-based online and telephone comparison and switching service

Why use BPA Quality’s Independent Quality Assurance and Evaluation solutions?

Independent Quality Assurance

Resourcing of QA programmes full or in part across all channels provides increased actionable insight, service improvement and coaching-ready feedback into your customer facing teams.

Impartial and balanced view

Provides an impartial and balanced view of your interpersonal interactions in coaching-ready feedback, supporting your coaching and development outcomes.

Expert targeted Contact analysis

Expert targeted Contact analysis by our team of specialist quality experts to support effective coaching, enhance agent performance and deliver better customer outcomes.

Design of evaluation metrics

Design of evaluation metrics Development of enhanced QA programmes to monitor regulatory and compliance performance, highlight risk and identify process improvement.

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Provides regular independent assurance and evaluation

Enhanced existing assurance activities in determining if your teams are maximising the value of every interaction and delivering customer excellence.

Provides actionable insight and intelligence outcomes

Blended Human and AI support for complex or multi-layered QA, driving insight and actionable intelligence, supporting robust strategic decision making, ROI and improved operational excellence.

Delivers outside perspective and expertise

Provides invaluable insight without bias, ensuring you have one version of the truth for your KPIs.

Focused outcomes

Enables you to focus on the right areas of your contact center operation to deliver focused outcomes for maximum impact.

CABLE COMPANY

Through remote call monitoring, BPA analysts were able to identify and profile behaviors, words, phrases and situations that increased the chances of an erroneous outcome that resulted in the scheduling of a technician home visit.

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US NATIONAL HEALTHCARE PROVIDER

BPA Quality was taken on to undertake independent quality monitoring on behalf of the Client

A three phased approach was developed to support the delivery of consistent standards and process improvement.

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GLOBAL TECHNOLOGY COMPANY

After following the Customer journey and examining the support tools Customers were using to contact about their issue, we were able to put the story to the data and get the complete picture.

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Head of Contact Centres UK & IE

“BPA is tenacious and inquisitive and wants to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good.”

Vice President, Consumer Support Services

"We value your partnership and your organization has added a great deal of insights which has helped us to focus our priorities in the right area."

Director of Distribution & Partnerships

"Our long relationship with BPA demonstrates the importance we place on compliance and on offering exemplary and ethical service. It is very much a partnership; we value their input in ensuring our guidelines are being implemented and in defining the criteria that need to be met."