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BPA QUALITY BLOG & 3rd PARTY REMOTE CALL MONITORING NEWS

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 and process improvement.

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 is Important for your Call Center

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.

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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 to make any coaching venture successful.

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Culture, tone and language considerations in quality monitoring

Culture, tone and language considerations in quality monitoring

NEWS

Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages.  By using culture, tone and language considerations in call center quality monitoring, we ramp up quality programs to the next level of customer experience. … Continue reading Culture, tone and language considerations in quality monitoring

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experts in call center quality assurance

Above the clouds

NEWS

Travel is part of my job as a call center agent language and tone trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveler: upgrades, airline miles, hotel points, jet lag, ‘red eye’ flights, the obnoxious kid … Continue reading Above the clouds

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experts in call center quality assurance

Discovering BPA Quality (US)

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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The best-kept secret in Quality Monitoring

VIDEO

Discover what makes BPA Quality the perfect solutions for companies looking to enhance their customer experience.

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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