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Case Studies

psychometrics increase sales

Psychometrics Increase Sales in Call Centers

CASE STUDIES

Psychometrics increase Sales and CSATs Our Radio Service Provider Customer was receiving mixed results when it came to successful sales calls.  So, BPA Quality used a psychometric analysis approach to assist in identifying call center agent behaviors and skills that resulted in higher sales. Once these behaviors were identified, BPA designed a behavioral-based training model, … Continue reading Psychometrics Increase Sales in Call Centers

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Psychometrics in Call Centers

Psychometrics use in Call Center QA to Increase CSAT Scores

CASE STUDIES

Despite their size and reputation, our customer was suffering from mixed customer satisfaction scores.  So, BPA Quality used psychometric analysis to assist in identifying call center agent behaviors and skills that resulted in higher CSAT scores. Once these behaviors were identified, BPA designed a behavioral-based training model, so that these behaviors would be replicated through-out … Continue reading Psychometrics use in Call Center QA to Increase CSAT 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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Call center quality monitoring

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