Why BPA Quality Contact Center QA

Analytics Driven Quality Service

BPA Quality‘s Analytics Driven Quality Service analyzes agent and customer behavior insightfully and objectively. The QA process becomes more than just checking boxes, it becomes a tool to increase agent performance, business intelligence, customer experience and operational effectiveness.

In today’s world where competition is more and more demanding staying on the leading edge becomes more important.

BPA Quality Managed Services help you stay on the leading edge and develop the capability to stay in front of the competition. 

Our Expert Managed Services ensure that you have a QA department that is second to none by supplying a team of experts that are there to monitor and develop the skills of your Agents.

Whether you want to outsource all or part  of your quality program, BPA’s industry  experts and managed quality services are  ready to take your organizations’ quality  program to the next level.

BPA Quality is located in offices in New York, Florida and the UK.  So, if you need to develop American customer engagement or looking for a global view, we can provide Quality Assurance programs in over 42 languages.

BPA Research

BPA Research Teams bring a scientific  approach to the measurement and  development of performance. Taking best practice and customer feedback, they  are able to construct metrics that will  produce successful outcomes to contacts  with customers.

BPA Psychometric Experts identify the  psychological attributes, including the  knowledge, skills and abilities that are  necessary to produce outstanding contacts  with customers. They identify behavior profiles  of successful contacts that can then be used as  a framework for optimizing performance.

BPA Process Development Teams identify and  develop processes that will remove barriers  and enhance the customer’s experience as well  as improving aspects such as AHT and FCR.

BPA Consultancy and  Professional Services

BPA is a global provider of expert managed quality services including: quality design, program outsourcing, and staff augmentation.

Whether you need advice or guidance in setting up  your quality assurance organization, maximizing the  effectiveness from your current activity, or you want to investigate how you best measure performance objectively  to drive customer engagement, our team of QA expert business partners can help.

We support you in developing your QA vision and strategy,  improving performance, and focusing on achieving specific  business outcomes. Our consultants provide in-depth  industry and technical knowledge in the areas of quality  management, form design, process excellence, customer insight, maximizing the human element in interactions, coaching and feedback, and helping you maximize contact center ROI.