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Quality Assurance software built by

QA experts for QA people.

Built to Show You More, So You Can Do More.

Quality PLUS Call Center QA Software delivers more than just a QA tool – it is a complete solution designed to make quality improvement easy, cost-effective, and results-driven.

Get a Team of Experts to Support Your QA Program: Success Manager, Psychometrics Experts, Learning and Development Specialists, and Data Analysts.

quality assurance software by BPA Quality

Real-time view of Quality

Quality Plus Technology delivers more than just a QA tool—it’s a complete solution designed to make quality improvement easy, cost-effective, and results-driven.

 

  • Low-cost and easy to implement
  • Backed by expert support
  • Built to achieve measurable ROI

Simple. Smart. Support.

Whether you’re just getting started or looking to take QA to the next level, Quality Plus gives you the tech and the guidance to make it count—fast.

 

  • Simple to use.
  • Smart where it matters.
  • Supported for success.

Built on Psychometric Science

Most call center QA software tools score calls, ours explains them – showing which behaviors drive results, why they work and how they impact results.

 

  • Built on Psychometrics.
  • Supported by Experts.
  • Designed to be Practical.

Missing Link in QA

More than just a QA tool – the missing link that drives performance.

 

  • Traditional QA tells you what happened
  • Psychometrics explains why it happened
  • It turns QA into predictive intelligence
  • Powers meaningful coaching
  • It Closes the Gap Between Call Center Analytics Data and Development

QA and Coaching Connected

Track every part of the coaching journey:

 

  • What was coached
  • When it was coached
  • How performance improved
  • The impact of the coach on learning

Calibration That Works

Our calibration tool objectively measures performance to align evaluators, supervisors, and agents—quickly identifying discrepancies and providing actionable solutions.

quality assurance software

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0%

Reduced technician visits

US CABLE COMPANY
0%

A drop of approximately 14% in total calls that resulted in court time

FINANCIAL SERVICES LEGAL
0%

Webchat quality scores improvement in 9 months 

LEADING UK HOUSING PROVIDER

Quality software solutions

Customer Experience Management

With customizable insight capture, automated compliance and regulatory flagging, gold standard calibration tools and detailed call center reporting and intelligence dashboards.

Real-time view of Quality End-to-end QA process solutions

From design, scoring, interaction evaluation, insight capture, calibration, coaching, red flags and compliance, through to detailed reporting, analytics and actionable intelligence.

Maximise the value of your Customer contacts

Transform results by delivering a service your customers really value. Uncover customer needs and expectations through analytics at every point in their journey.

Bring clarity to your coaching

Develop coaching-ready feedback and targeted performance improvement that enables team members to maximise their engagement and on-going development.

Business and service improvement

Accelerate issue identification and resolution to exceed Customer Experience expectations, enhance processes and increase return on investment.

Manage Risk

Value-add Evaluations No more spreadsheets!

Evaluate interactions more effectively, with configurable scorecards and scoring standards, and clear outcomes reporting, so everyone knows what’s being scored, how it’s scored and why.

Focused outcomes

Enables you to focus on the right areas of your contact center operation to deliver focused outcomes for maximum impact.

CASE STUDIES

Don’t just take our word for it!

customer service chat, Actionable insights from chat

Actionable Insights from Chat for Better Support

Live chat is quickly making its way to becoming one of the preferred contact channel for consumer support. Whilst studies have shown this varies by age demographic, one...
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Fintech CX Customer Story BPA Quality

Call Center QA for Fintech | BPA Quality

Our Client is a FinTech company operating a a short-term peer-to-peer lending platform aiming to offer customers lower borrowing rates and lenders higher returns...
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empathetic customer service QA and training case study for the funeral industry

Empathetic Customer Service Training Results for the Funeral Industry

Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.

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increase collection rates with BPA Quality Expert QA

Boosting Debt Collection Success with BPA Quality

With a limited quality assurance programme and training in place, our Client was keen to develop a standardized approach to measure the quality of service that they...
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call center sales success case study by bpa quality

Improve Sales Success Rates

We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.

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healthcare contact center quality, customer experience, healthcare insurance Customer Story BPA Quality case study

Healthcare Contact Center Quality Improvement

Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensure compliance, and elevate patient satisfaction.

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regulated industry contact center solutions

Regulated Industry Contact Center Solutions | BPA Quality

Our client is one of the largest retail outlets for home electronics in the Southern part of the United States. As most of their inventory is large ticket price, they...
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Cable Customer Story BPA Quality

Call Center Performance Improvement with Analytics

Facing high repeat call volumes and unnecessary technician dispatches, a leading cable provider partnered with BPA Quality to improve contact center performance. By...
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global delivery Customer Story BPA Quality case study

Proven Call Reduction Strategies Case Study

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Center to determine root cause and identify improvement strategies in...
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utility Customer Story BPA Quality case study

Utility Company

The Client used BPA Quality Quality PLUS Calibration tool to further improve their quality management. The quality platform delivered improved reliability, better ease...
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