BPA Quality UK Looking for a Business Development Manager

Business Development Manager for our UK/European client base. 

The Business Development Manager position within BPA Quality involves working inside and outside the office environment sourcing potential Clients as well as maximizing the sales of a company’s products or services. This involves initially building a network of contacts using social media and cold calling leading eventually to meetings with potential clients.

Negotiating contracts with potential clients typically involves meeting with senior members of the client management team.  Available position requires the potential BDM to be well educated, articulate and to be able to communicate as an equal with all levels of management. In addition, the abilities to be creative, to think on their feet and be persuasive are essential.

The BDM needs to be seen by potential clients as an expert in the Contact Center industry and in the field of Call Quality Assurance development in particular.

The BDM has bottom line responsibility for expanding the client base of BPA Quality in the UK / Europe, generating additional revenue streams and additional income. Above all they need to have the drive and imagination to make things happen, to remove obstacles and to reach aggressive targets.

Office Location:  Exeter, Devon.  Position available remotely to work within the UK/European market

Company Website:

To learn more about BPA Quality visit our website at:  http://www.bpaquality.co.uk

Desired Skills & Experience

Essential Skills:

• Strong competitive drive

• Confidence and focused

• Works on own initiative

• Strong technical knowledge of Call Quality Assurance and Contact Center industry

• Communicate effectively

• Ability to conduct meetings and presentations efficiently

• Have the aptitude for a job in sales

• Be professional

• Ability to achieve/exceed targets and meet deadlines

• Be able to work with financial reports and statistics

• Strong planning and time management skills

• Expert negotiating capabilities

• Ability to generate business leads

• Multilingual a plus

Company Description

BPA Quality, a woman owned business in NY and the UK, has a unique approach to the development of Call Quality – Customer Service and the maximization of Sales Opportunities. Programs and approaches to development based on extensive research since 1988. The three component parts of the organization provide support in Remote Call Monitoring and Analysis, Benchmarking and On-site Training. BPA takes a unique and practical approach to the business of communication and sales skills. This approach is designed to produce tangible results and a measurable return on investment. Currently able to monitor in 45+ different languages to ensure your Global Customer is receiving the ultimate in customer service.

BPA Quality is named in Inc. Magazine’s 5000 List of the Fastest Growing Companies in the Nation, for the past 4 years!

BPA Quality joins SOCAP International

BPA Quality has joined SOCAP International, furthering its philosophies and services to the Call Center industry.

FOR IMMEDIATE RELEASE
Long Island, New York, United States of America (Free-Press-Release.com) May 6, 2013 — FOR IMMEDIATE RELEASE
(Free-Press-Release.com) May 6, 2013 — BPA Quality is the world leader in providing Quality Solutions for Contact Centers globally. Our goal is to help our customers move the barometer of performance from poor / average to outstanding customer service.

BPA Quality http://www.bpaquality.com announced today that they are now proud members of SOCAP International. SOCAP International, the Global Community of Relationship Experts, is committed to connecting you to the essential professional tools and networking opportunities to make you and your organization more successful. BPA Quality believes this alliance fortifies their philosophies of increasing Quality Solutions to contact centers.

As a Corporate Member at SOCAP International, BPA Quality will be represented by:

Karyn Dupree, Director of Marketing Excellence
Craig Antonucci, VP of Customer Awesomeness
Neal Eggers, VP of Analystics and Research
David Blackwell, President
Lisa Renda, Owner
Yvette Renda, Director of People Development
Stephanie Taylor, Sr. Project Manager
Nicole Keller, National Sales Executive

BPA Quality is an unique Call Center Quality Solution Provider located in Carle Place, NY. If you would like more information about our services or company, please check us out online at www.bpaquality.com.

 

BPA Quality joins PACE, Professional Association for Customer Engagement

BPA Quality has joined PACE, furthering its philosophies and services to the Call Center industry.

FOR IMMEDIATE RELEASE
Long Island, New York, United States of America (Free-Press-Release.com) May 6, 2013 — FOR IMMEDIATE RELEASE
(Free-Press-Release.com) May 6, 2013 — BPA Quality is the world leader in providing Quality Solutions for Contact Centers globally. Our goal is to help our customers move the barometer of performance from poor / average to outstanding customer service.

BPA Quality http://www.bpaquality.com announced today that they are now proud members of PACE, Professional Association for Customer Engagement. PACE is dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. BPA Quality believes this alliance fortifies their philosophies of increasing Quality Solutions to contact centers.

As a Corporate Member with PACE, BPA Quality will be represented by:

Karyn Dupree, Director of Marketing Excellence
Craig Antonucci, VP of Customer Awesomeness
Neal Eggers, VP of Analystics and Research
David Blackwell, President
Giovanni Aguirre, VP of Operations
Lisa Renda, Owner
Yvette Renda, Director of People Development
Marsha Arnaldy, Sr. Project Manager
Stephanie Taylor, Sr. Project Manager
Signe Aguirre, Sr. Project Manager
Nicole Keller, National Sales Executive

BPA Quality is an unique Call Center Quality Solution Provider located in Carle Place, NY. If you would like more information about our services or company, please check us out online at www.bpaquality.com.

 

Zombie Customer Service

Here is a fun, little video that demonstrates that someone cannot really Improve the Service they are providing without receiving feedback.  This can come from the customers, managers, coaches, peers and 3rd party quality monitoring firms like BPA Quality.  Enjoy!

Measuring Quality Call Interactions

When an interaction occurs between two people, the image of each is created by what can be seen, the things that are said and how it is said.  During an interaction over the phone, the call agent only have what they say and how they say them to rely upon to create a Quality Interaction.

Over the last 25 years, BPA Quality has listened to millions of calls and has been able to establish four basic parts of a quality call interaction.  The science of Quality must be able to be measured.  A standard ruler must be established to make each evaluation actionable and coachable.  The four parts of a call are the opening/welcoming, the customer connection, the problem resolution and the closing.  Depending on the industry, each piece of the call can be evaluated using calibrated measures.

In this blog, I will discuss basic measures that can be adjusted to fit each call center need.  The important thing to remember is that all parts of the interaction must be able to be MEASURED!

If you were to ask a handful of people what tone meant to them, you would receive a handful of different definitions.  With that being said, how can you provide an objective view of any call interaction??

So … Let’s talk about a Quality Interaction …

OPENING

In the opening, the agent should use enthusiastic words and tone that immediately reassure the Caller that the Agent is going to do all they can to help.  Offering of assistance is vital in this measure because it opens the conversation to find out the true reason for the customer to call and how the Agent can immediately assist.

CONNECTING with the CUSTOMER

According to research, connecting with the Customer can be broken into many measures, that then get broken down even further to be able to be accurately measured.  Most importantly, the Agent must show willingness/enthusiasm, Care & Concern, Respectful of Time, Use Up Beat Tone and Actively Listens.

PROBLEM RESOLUTION

A well trained agent should soar through this measure with flying colors. This measure identifies the reason for the call, agent must take ownership and then addresses the original reason for the Customer call.  Sound easy, right?

CLOSE of CALL

The close of the call should leave the Customer with warm feeling of having a great experience from that Quality interaction.  The agent should offer further assistance, thank the Customer for calling and really offer an additional personalization to the call.  At BPA Quality, we don’t want any interaction scripted and this is why we encourage a personal touch from the Agent.

Well, that is a quick overview of a Quality Interaction.  If you are interested in getting your own calibrated ruler, contact me and I would welcome any discussion about Quality.

Happy Monitoring…

BPA Quality announces new hire Neal Eggers as VP Analytics and Research

BPA Quality, the world leader in providing Quality Solution to Contact Centers worldwide has announced the hire of Neal Eggers as VP of Analytics and Research

CARLE PLACE, NY (Free Press Release  – Mar 4, 2013) – BPA Quality, a 3^rd part Quality Monitoring firm, today announced the new hire of Neal E

ggers as Vice President of Analytics and Research.  He brings more than 15 years
experience in customer service, quality management and call center reporting.  Neal comes to BPA Quality from serving a variety of industries and providing them with custom quality analysis, quality monitoring best practices, data mining and reporting.

In his role at BPA Quality, he will bring his extensive experience in Quality Science to existing and future Fortune 5000 clients.  As VP of Analytics and Research, Neal will be a driving force to increase BPA Quality’s cutting edge technology and reporting to the next level.

“The BPA experience combines state of the art technology with best in class quality monitoring services,” said Eggers.  Neal resides in Melbourne, Florida and will be spending time between Florida, his hometown in NY and the BPA corporate office in Carle Place, NY.

BPA Quality (www.bpaquality.com) is the World leader in PCI compliant Outsourced, Quality Monitoring and Contact Center Quality Services.  25 years experience, cutting edge tools and analytics, 45 different languages to service Call Centers around the globe.  A BPA tailored program can include remote call monitoring, mystery calling, benchmarking, CSAT, social media monitoring and speech analytics rolled up into a 360 degree, actionable view of the Customer Experience.

Avoiding Jargon in Call Centers

Recently, I was putting together a list of call center acronyms for a fellow colleague that I found helpful years ago when I begun my call center quality journey.  I remember hearing these acronyms and not understanding exactly what people were saying.  As a new employee anywhere, you are bombarded with new information and terminology.  Once you become comfortable with the position, you fall into the company jargon quickly.  This makes day to day operations easier for you; however, you become one of those folks that use jargon around new employees.

As a coach, I was trained to avoid this at all costs and realize that the new employee is in fact new to the organization too.   As a tenured employee, we use this language in every day office life.  Even in call centers, this can become a problem.  When an agent is speaking to a customer about “policy and procedures,” the jargon can slip.  The customer has no idea what you might be talking about and in turn several things can happen:

1. The Customer will hang up with the agent and either call again or never call again
2. The Customer will become frustrated with the agent
3. The Customer will not understand the next steps and therefore call again

All the above factors will ultimately decrease the Quality of the transaction between the customer and the agent.  As humans, we must be reminded often that everyone doesn’t revolve around our own experiences.  And just because you know what IVR, CSAT, Salesforce and/or CRM means doesn’t mean that your customer will.