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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.

Contact Center Agent Performance Best Practices in the Utility Industry

Best Practices in the Utility Industry

WHITEPAPER

  “An Overview of Contact Center Agent Performance Best Practices in the Utility Industry” By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to … Continue reading Best Practices in the Utility Industry

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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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call center quality assurance

20 Call Center Quality Assurance Considerations

NEWS

Define goal:  Map your QA process to business goals Build a QA quality culture and behavior framework:  framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk and providing the most positive customer outcomes Remove the perception of QA evaluation as being a punitive process Pay close … Continue reading 20 Call Center Quality Assurance Considerations

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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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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.

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