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THIRD PARTY QUALITY MONITORING

Resources

CONTACT CENTER QUALITY ASSURANCE RESOURCES

At BPA Quality we are always looking to share new thinking and great ideas in the area of Contact Center Quality Assurance. Over the last 25+ years we have built up a rich library of whitepapers, blogs, newsletters and videos ready to share with you.

We are always adding content and looking for ways to champion an area of business that can 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.

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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Effective Call Center Agent Coaching

Agent Coaching – Why and How to Make it Effective

WHITEPAPER

Analysis and discussion of the pitfalls and key performance measures required for effective Call Center Agent Coaching

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call center service excellence

Is Service a Priority in your Quality Program?

NEWS

I get to help with quality dilemmas every day.  I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care.  Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?

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types of quality programs

3 Different types of Quality Programs … Which is the best for your Customers?

NEWS

Did you know that 76% of consumers that partook in the Aspect Consumer Experience Survey view customer service as the true test of how much a company values them?  How about, according to the 2015 Global State of Multichannel Customer Service Report by Parature, 65% of the 1000 consumers surveyed said they would sever their relationship with a … Continue reading 3 Different types of Quality Programs … Which is the best for your Customers?

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Experts in Call Center Quality Assurance

Discovering BPA Quality (US) – 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 quality monitoring

The best-kept secret in Quality Monitoring

VIDEO

Discover what makes BPA Quality the perfect solutions for companies looking to enhance their customer experience, sales and quality scores.

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Deloitte increase customer satisfaction with BPA Quality

Deloitte Increases Customer Satisfaction

CASE STUDIES

Training, monitoring and consultancy help Deloitte turn round their failing customer satisfaction.

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call center quality assurance case study

Achieves Results with …

CASE STUDIES

Helping to deliver a 12.43% increase in Quality Scores for Radian.

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Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

Yes, I want to revolutionize my QM process