Advanced Quality Services for Contact Centers

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.

BPA Quality Managed QA Solutions USA

Recognising the importance of the Human Element in Customer Interactions

Recognizing the importance of the Human Element in Customer Interactions

For over 25 years, BPA Quality has been working with some of the world’s biggest organisations with one aim: to improve customer experience and, through this, deliver increased sales, retention, loyalty, cost optimisation, compliance and profitability.

Our many valued clients have a common passion and commitment to create outstanding organisations and work in partnership with BPA Quality to achieve competitive advantage and deliver exceptional results. They understand the strategic importance of having a highly effective quality programme within their organisation.

As the sphere of influence and recognition of the importance of the Contact Centre and quality functions 42951 Human Element Article ­ Sphere of Influencegrow, covering all aspects of the business from Sales, Marketing, Product Design, Legal and Compliance to the Customer-Facing Operations, so the need to capitalise on this key resource becomes imperative.

Our many years of specialism in Contact Centre Quality Assurance places us in a highly informed position; we have listened to
millions of “human” customer
contact situations, covering almost every customer type, having every conceivable difficulty or requirement. We have also undertaken this
activity internationally, covering 45 languages, so we understand the differences between customer service expectations across multiple cultures.

All of this activity has enabled us to gain a detailed knowledge and view of the behaviours and processes that drive positive customer experience and engagement in Contact Centres and the development of effective quality and coaching programmes that enhance performance.

One of the key areas is a detailed understanding of the value and importance every customer interaction has in either positively or negatively impacting customer engagement with the organisation.

A great deal of focus in the Contact Centre quality programmes we encounter remains centred on scripting, process adherence, AHT reduction, risk avoidance, contact deflection and compliance, and not always on maximising the real opportunities presented in the Human Element of interactions.

Every conversation with a Customer is a lot more than just saying words and phrases – it’s an opportunity to make a real connection, to build the human element. As humans, unlike machines (chatbots), we have the ability to be creative, intuitive, show genuine empathy, feeling and understanding; to connect on a human level.

The human element in interactions provides great opportunities to:

  • Build and reinforce your brand
  • Build trust, credibility, and highlight competence
  • Personalise the interaction and foster mirrored relationships
  • Understand the reason for the interaction
  • Identify all elements of the contact
  • Build a relationship, show empathy, ownership and understanding; ensure the Customer feels like an individual, not a number
  • Paint a picture to show the Customer you are engaged
  • Offer flexible solutions
  • Negotiate suitable solutions, creating win/win situations
  • Build loyalty, retention, sales opportunities, advocacy, and increase first call resolution.

Every interaction, whatever the duration, represents an opportunity to discover valuable information about your Customers, identifying their challenges, wants and needs. This knowledge, once identified, can provide you with actionable insight and intelligence that can be used to guide the conversation and help build more effective human connections.

So in our rush to automate everything, push Customers online and reduce expensive human contact, we must not forget the value these interactions bring to our business. Significant focus should be placed on developing the effective skills, behaviours and coaching programmes designed to maximise this great benefit to our people and Customers.

by Andrew Mutch, Chief Customer Officer EMEA