The cornerstone of our products and services is Independent Contact Center Quality Monitoring and Evaluation, focusing on providing accurate and actionable feedback that supports the delivery of exceptional customer service and experience
As customer expectations continue to grow it is imperative that businesses have robust processes in place to measure their service delivery against these enhanced expectations.
We provide a full range of Independent Contact Center Quality Monitoring & Evaluation solutions that include:
Inbound / outbound quality monitoring
Chat, email and social media quality monitoring
Legal, compliance & adherence
Service, support and process evaluations
Independent Quality Monitoring and Evaluation makes life easier and your contact center environment more effective – whether you are a senior executive requiring an overview of the quality of your customer engagements, ensuring compliance, gaining feedback and monitoring product performance, or you’re a contact center manager looking to increase sales, improve KPIs, drive customer loyalty and develop team performance and engagement through targeted insight.
Our clients value our ability to connect multi-channel customer experience measurement to clear actions at every level, and deliver profitable change.
We provide you with the data, trends and actionable items you need to make crucial business decisions regarding your customer engagement and people development strategies.
We support you in ensuring your customer contacts are:
Maximizing the value of every interaction across all channels
Improving service delivery and increasing customer satisfaction
Enhancing employee performance, engagement and motivation
Fully compliant and delivering against your service strategies
Increasing acquisition and retention
Providing valuable customer insight that impacts all areas of the business
Delivering maximum long-term return on investment
Why BPA Quality for Independent Contact Center Quality Monitoring and Evaluation?
Examples of the value of Independent Contact Center Quality Monitoring to you include:
Obtaining independent, unbiased, transparent and objective call, chat & email format monitoring and evaluation
Delivering specific actionable insight and intelligence that helps enhance customer experience and engagement, drive performance excellence and increase ROI
Obtaining expert independent evaluations supports regulatory and compliance adherence requirements
Using specialists allows your Team Leaders more time to coach and engage with their teams, enhancing engagement, performance and customer satisfaction
Allows you to understand your customer experience and use this insight to drive business improvement
Helps identify service improvements in contact centre KPIs
Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.