Quality Assurance in Call Centers




Why BPA Contact Center QA? BPA has been the global leader in providing Quality Assurance in Call Centers worldwide for more than 30 years. If you've ever heard, "This call may be recorded for quality monitoring purposes," then there is a good chance we've evaluated your call. Our clients believe we are their ideal partner to deliver measurable improvements in service quality, customer experience, and compliance for the following reasons:

winning call quality

Quality expertise

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

bpa quality specialist team

Our specialist team

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.

bpa quality results

Achievement of tangible business results

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.

worldwide quality assurance

Worldwide experience

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.

call center compliance

Compliance and knowledge

Our independent quality monitoring and evaluation solutions help support our clients in delivering regulatory and compliance objectives and accuracy.

quality feedback call center

Our technology and feedback solutions

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 real-time. These are created by our in-house development team and are fully tailored to our clients' requirements.

quality partnership

Our partnership approach

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.

objective call center analysis

Analysis objectivity and accuracy

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.

call center training

Training and development

We provide practical, common sense, training and development directly linked to enhancing the performance of individuals involved in engaging with Customers.

Want to find out more about BPA Quality?

Samsung and BPA Quality

If you’d like to know more about BPA Quality, the services we offer, and the way we’ve helped revolutionize our clients’ Quality programs – and how we could help you – download our brochure or get in touch today.

Download Brochure

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

Yes, I want to revolutionize my Call Center QA process