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 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.