captcha



Case Studies

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

MORE
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.

MORE
call center quality assurance case study

Achieves Results with …

CASE STUDIES

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

MORE

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

Yes, I want to revolutionize my QM process

Whitepaper download
close slider

4 Reasons for Contact Center Quality

Call center quality monitoring

GET IT NOW