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Quality Assurance for call centers

Whitepapers

Contact Center Agent Performance Best Practices in the Utility Industry

Best Practices in the Utility Industry

WHITEPAPER

  “An Overview of Contact Center Agent Performance Best Practices in the Utility Industry” By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to … Continue reading Best Practices in the Utility Industry

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Quality Monitoring in Call Centers

Why Quality Monitoring is Important for your Call Center?

WHITEPAPER

Discover why quality monitoring in call centers is important, and how BPA Quality can provide a well run monitoring program for you. Download Free Whitepaper.

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Effective Call Center Agent Coaching

Agent Coaching – Why and How to Make it Effective

WHITEPAPER

Analysis and discussion of the pitfalls and key performance measures required for effective Call Center Agent Coaching

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Request for Proposal Call Center Quality

Request for Proposal Call Center Quality Guideline

WHITEPAPER

Building a robust Request for Proposal Call Center Quality will save you time, money and help you identify the best company to work with.

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

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