Some of the world’s biggest brands use BPA’s Quality Assurance Analytics Reporting for Call Centers to underpin their QA programs and support their drive to service excellence.
Built by QA people for QA people, the BPA Quality Builder portal provides leading edge technology to support the delivery of all aspects of your Contact Center Quality Assurance program.
With over 30,000 users our QA portal is underpinned by BPA Quality’s excellence in quality assurance and a detailed understanding that every organization needs are different. We are acutely aware that quality monitoring, evaluation and coaching are far removed from just providing tick-box solutions.
We work closely with our Clients to understand their current QA process and to identify their specific wants and needs. Our portal is highly customizable and flexible, able to deliver against the most demanding of requirements.
At its core the system delivers the ability to have a detailed and accurate view of the quality of your interactions at agent, team, department and enterprise level, across every channel. The system and content allows our Clients to identify opportunities for continuous improvement, highlighting positive performance behaviors as well as areas for on-going development.
BPA Quality Builder features
- Form design, evaluation tools, coaching suite, calibration tools
- Fully interactive, data drill down, dynamic charting customizable to your specific needs
- Secure access controls, compliant with ISO27001, SOC2 and PCI DSS
- Customized QA dashboards and reporting for all roles in your organization, including trending reports
- Site, record and field level security access (filtering the data based on users)
- Automatic emailed event alerts, red/green flag, critical failure alerts
- Online library of key documents (i.e. quality forms, training guides etc.)
- Online access and storage of audio, data, current reports and archived reports
- Archived data and compiled reporting available according to your requirements
- Access to the Reporting, Coaching and Calibration modules online
At BPA Quality, our team of over 400 Independent researchers use BPA’s Quality Assurance Analytics Portal for Call Centers to evaluate the millions of evaluations we complete every year, giving the ability to provide insight and actionable intelligence to our many valued Clients.
Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.