Why BPA Contact Center QA? BPA has been the global leader in providing Managed Quality Assurance Services for contact centers worldwide for more than 30 years. Our clients believe we are their ideal partner to deliver measurable improvements in service quality, customer experience and compliance for the following reasons:
BPA Quality ensures our clients benefit from call center best practices that are directly linked to the assessment and development of each channel of customer contact. Call - Email - Chat - Social Monitoring, Mystery Shopping, Benchmarking, Customer Satisfaction Surveys
Our clients use the experience and detailed analysis skills of our highly skilled quality specialists led by our psychometrician to enhance the level of insight gained and identify areas to enhance customer engagement and experience.
Our work with clients has been proven to have a positive impact on all KPIs, such as customer engagement, satisfaction and retention, conversion rates, brand loyalty, staff motivation and compliance.
BPA has specialized in this activity on a global basis for 30 years and our clients are reassured that they are dealing with a reputable company with a wide knowledge gained across many business sectors, including some of the world's biggest brands.
Our independent quality monitoring and evaluation solutions help support our clients in delivering regulatory and compliance objectives and accuracy.
Designed by QA people for QA people, our state-of-the-art live reporting portal delivers comprehensive and analyzed results, recordings and feedback in near realtime. These are created by our in-house development team and are fully tailored to our clients' requirements.
Every client's business is unique, so we work with them to tailor our services to meet their specific business models and key drivers. Through ongoing dialogue, we ensure that the flow of information, feedback, actionable insight, and reporting solutions provide our clients with the tangible information needed to achieve their goals.
The ongoing training of our professional research team and quality assurance processes ensure consistent, independent and accurate analysis of data which is fully transparent, allowing the user to completely understand and depend on our actionable insight and feedback.
We provide practical, common sense, training and development directly linked to enhancing the performance of individuals involved in engaging with Customers.
Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.