Call Center Improvement Strategies - Cut Costs, Boost Performance

Reduce Costs and
Improve Operational Performance

Call Center Improvement Strategies by BPA Quality

With greater insights and coverage across your customer channels, and an enhanced understanding of the reasons for customer contacts, drivers of high AHT, process, procedural and knowledge gaps, we work in partnership with you to help identify areas of improvement, cost savings and efficiency at the same time as maintaining the quality of service.

Some of the ways BPA Quality helps our clients save costs and improve productivity and performance:

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Comprehensive assurance and analysis of all customer contact channels (voice, email, chat, social media) carried out by our team of specialist quality experts.

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Increasing efficiency in your contact center starts with understanding every interaction and using this insight to drive improvements. This relies on operational analysis, KPIs assessment, analytics and quality monitoring systems to give you a comprehensive picture of your operations.

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Understand the drivers for customer contact highlighting actionable insight at a systemic, behavioral and procedural level to increase contact resolution and reduce reasons for contact.

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Increase first contact resolution by empowering your team members, giving them the right tools to make informed decisions in resolving customer contact reasons and delivering better outcomes.

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Identify high effort customer touchpoints – identifying process, systems and customer journey improvements, together with targeted solutions.

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Ongoing review of policies, processes and procedures to highlight areas of high customer effort, identify common issues, ongoing system challenges and improvement opportunities

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Set agents up for success with clear quality metrics, examples of target behaviour and improved training and development opportunities.

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Delivering coaching-ready feedback to your team members targeting areas for improvement and continuation.

By partnering with us, companies can elevate their customer interactions, increase customer satisfaction and spend, reduce costs and build long-term loyalty.

Our Expertise in Reducing Call Center Attrition Rates

Those organizations succeeding in today’s competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations.

By utilising data and insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition.

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Increase in first call resolution

global technology company

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Reduction in technician visits

us cable company

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Increase in debt collection revenue

Financial Services Company

Karyn can’t wait to help you elevate your contact center’s customer experience and performance. Let’s chat today.

Karyn Dupree
Sr. Director of Quality Solutions

Whether you need to speak to our experts about conducting a quality effectiveness audit or handling your quality assurance needs, or you’re interested in implementing mystery shopping programs or enhanced training and coaching, we’re here to help. Contact BPA Quality today.

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Email us

[email protected]

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Call us

866 646 8509

Reduce Costs and
Improve Operational Performance