If You Can’t Measure It, You Can’t Manage It …

Remote call monitoringIf you were asked to draw a line exactly 17 cm long, could you do it?  You could probably give it a good guess, but unless you had a ruler in your back pocket you just can’t be sure.

Measuring the quality of a customer contact has progressed into a science that can ultimately uncover market intelligence, training needs, process improvements and usable feedback to the agents … but only if it’s objective, fair and quantifiable.  BPA Quality believes that in order for Quality to capture beneficial information, then it must be clear and well defined … you need a Quality Ruler.

Who is BPA Quality?  BPA Quality is the leading global provider of remote call monitoring, customer satisfaction surveys, mystery calling, social media monitoring, speech analytics and training services.  With over 25 years in the study and application of Quality Call Center Science, BPA helps its clients take data and turn it into actionable observations that allow managers, supervisors and agents to modify the behaviors of call center activities to build an awesome Quality Customer Experience.

The proof is in the pudding, as the saying goes…Recently, while working with a large telecommunications company BPA developed a model to head off unnecessary in house service calls.  BPA was able to help reduce these service calls as much as 17% per month that translated into millions of dollars of potential savings.  BPA has also helped a car service company reduce customer complaints by 90% and improved a credit collections firm increase their collected accounts by 20% … all by using the science and application provided by BPA Quality.

These great results are a reflection of the BPA Quality mission statement … to be the global leader in the delivery and development of services that improve the customer experience for contact centers around the world.

This mission begins in the incredibly rich culture of the company.  “We provide services in over 45 different languages, and all of them are conducted in the native language of the analyst,” adds Craig Antonucci, VP of Client Awesomeness of BPA.  He adds, “We have analysts, managers and professionals from all over the world all with an incredible amount of experience.  The fact that we have this cultural diversity allows us to be the world leader in our market, and in the end, we help our clients deliver an awesome customer experience.” 

This rich culture started with the vision Lisa Renda, President and Founder of BPA Quality.  She noted in a recent interview, “We didn’t want BPA to just be known for excellent output, we wanted our clients to also enjoy working with the BPA staff and to feel that they were dealing with good, honest people who care.  We work hard at creating a team that is undoubtedly excellent in their field, but one which also shares common ideals and a sense of integrity.”  Even BPA Quality’s customers feel the same way about BPA:

I have worked with a number of suppliers offering similar services over the past 18 years.  None have offered the exceptional high standards, good value, passion and flexibility to a client’s needs as I experienced so far with the BPA staff.’  ~Contact Centre Manager / Samsung Electronics

Milena Maric’, Trainer and Performance Manager, said before joining the BPA team, she was a customer and that BPA became synonymous with high standards of customer service, practical ways of achieving sales and / or customer satisfaction, taking control of the call and also self reflection.  BPA taught her a lot of things, which resonated with how she wanted customer service to be.

Awesome people, rich in culture and consistently delivering results to it’s customers, BPA exemplifies that defining Call Center Quality goes beyond just a simple checklist.  Quality is a Science, a science delivered by smart experienced people.  So when you ask the question, “Without the correct ruler for measurement, how can you manage it?” the answer is BPA Quality.

bparuler

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