call center qa jobs

Business Insight

call center optimization

The human element of a contact center

The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.

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what is qa, why is call center quality

Why Quality Monitoring is Important for your Call Center

We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.

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Conversations stand the test of time

Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.

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Culture in Call Center Quality with Tone and Language Considerations

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Maximising the Effectiveness of Call Center Quality Scorecards

One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.

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Call Center Cost Center or Profit Center? When Quality is an Agent for Change

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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Recognizing the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

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Agent Coaching – Why and How to Make it Effective

Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.

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Call Center Quality Software – the BPA Quality Builder

Built by QA people for QA people, our software provides leading technology to support the delivery of all aspects of your QA programme.

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Quality Monitoring RFP Template for Call Centers

Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company.

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