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THIRD PARTY QUALITY MONITORING, call center quality assurance best practices

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 monitoring

The Seven Deadly Sins of Call Monitoring

NEWS

In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call center operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The Seven Deadly Sins of Call Monitoring

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call center quality assurance

20 Call Center Quality Assurance Goals

NEWS

Here are some Call Center Quality Assurance Goals to keep in mind when building a successful QA program: Define the 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 … Continue reading 20 Call Center Quality Assurance Goals

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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

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4 Reasons for Contact Center Quality

Call center quality monitoring

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