So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
Compliance & Risk Management
Student Loan Accountability Monitoring- How BPA Quality Supports Colleges in Meeting the Biden-Harris Administration’s Framework for Student Loan Servicer Accountability
n this blog, we will explore how BPA Quality’s expertise in contact center quality monitoring, training, engagement software, and speech analytics can assist colleges in complying with the Biden-Harris Administration’s framework.
20 Call Center QA Needs for a successful Quality Program
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
Call Center Quality Monitoring Defined
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.