Grammar, Punctuation, Spelling and Language in Call Centers

Grammar and language is changing and evolving due to the impact of social media.  Trying to fit thoughts into text messages and 140 characters on Twitter can be mind boggling.  As Quality experts, we are asked a lot about if agPunctuation-matters-tooents can utilize abbreviations and “text talk” in customer interactions via chat, email, social media, etc.

There is a very fine line in regard to what is acceptable and just plain negligent on a company’s part.  There are still many consumers that judge grammatical and spelling mistakes harshly.  As a rule of thumb, when it comes to the brand, all “t’s” should be crossed and all “i’s” should be dotted.  By doing so, agents are protecting the brand’s credibility and representing it appropriately.

Proper grammar and spelling should have been grasped in primary school and with the internet available to almost everyone, there should be no reason interactions with customers should not contain the correct usage of language.

According to 1,003 UK consumers, 42.5% hated poor spelling and grammar when it came to brands on Social Media.  That is a significant percentage and warrants attention when ensuring call center agents are representing their company.


Mistakes can be forgiven; however, making them continually can be detrimental to the company and the brand.  Ultimately, encourage call center agents to use proper spelling, grammar and speech to demonstrate that the company cares about their credibility and image to the customer  … and that says a lot.




For the 6th Year, BPA International Ranks on Inc. 5000

Press Release

For the 6th Year, BPA International ranks on Inc. 5000

inc50001.png09/11/2014 (press release: KarynDupree) // Carle Place, New York, United States // Karyn Dupree

Inc. magazine today ranked BPA International NO. 4130 on its 33rd annual Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy-America’s independent entrepreneurs. Companies such as Yelp, Pandora, Timberland, Dell, Domino’s Pizza, LinkedIn, Zillow, and many other well-known names gained early exposure as members of the Inc. 500|5000.“We are extremely honored to be part of the Inc 5000 List!  We remain highly committed to our ongoing goal of helping our customers achieve tangible and measurable business improvements through analytical Remote Call Monitoring. We attribute our business growth to our unique approach to Remote Call Monitoring and the dedication and innovation of the BPA team.   Most of all our success is linked to our loyal customers who have put us on the list again, thanks and keep talking about us!” ~ Lisa Renda, Owner  


The 2014 Inc. 5000, unveiled online at and with the top 500 companies featured in the September issue of Inc. (available on newsstands August 20 to November 30), is the most competitive crop in the list’s history. The average company on the list achieved a mind-boggling three-year growth of 516%. The Inc. 5000′ s aggregate revenue is $211 billion, generating 505,000 jobs over the past three years. Complete results of the Inc. 5000, including company profiles and an interactive database that can be sorted by industry, region, and other criteria, can be found at



With over 70% growth over the past 3 years, BPA International has gone on to receiving placement in the Inc. 5000 list for 6 years in a row.  The steady growth has opened up more than 200 jobs in the United States and the opening of a new office in Maitland, FL.


More about Inc. and the Inc. 500|5000



The 2014 Inc. 5000 is ranked according to percentage revenue growth when comparing 2010 to 2013. To qualify, companies must have been founded and generating revenue by March 31, 2010. They had to be U.S.-based, privately held, for profit, and independent–not subsidiaries or divisions of other companies–as of December 31, 2013. (Since then, a number of companies on the list have gone public or been acquired.) The minimum revenue required for 2010 is $100,000; the minimum for 2013 is $2 million. As always, Inc. reserves the right to decline applicants for subjective reasons. Companies on the Inc. 500 are featured in Inc.’s September issue. They represent the top tier of the Inc. 5000, which can be found at


About Inc. and the Inc. 5000

Founded in 1979 and acquired in 2005 by Mansueto Ventures, Inc. is the only major brand dedicated exclusively to owners and managers of growing private companies, with the aim to deliver real solutions for today’s innovative company builders.  Total monthly audience reach for the brand has grown significantly from 2,000,000 in 2010 to over 6,000,000 today.  For more information, visit .


The Inc. 500|5000 is a list of the fastest-growing private companies in the nation. Started in 1982, this prestigious list of the nation’s most successful private companies has become the hallmark of entrepreneurial success. The Inc. 5000 Conference & Awards Ceremony is an annual event that celebrates their remarkable achievements. The event also offers informative workshops, celebrated keynote speakers, and evening functions.


For more information on Inc. and the Inc. 5000 Conference, visit


The post For the 6th Year, BPA International ranks on Inc. 5000 appeared first onBusiness Press Release Service | Submit123PR.

Read more:

2013 in review for BPA Quality’s Blog

Here’s an excerpt:

A New York City subway train holds 1,200 people. This blog was viewed about 6,800 times in 2013. If it were a NYC subway train, it would take about 6 trips to carry that many people.

Click here to see the complete report.

Hiring for Part-Time Sales Representative

Job Title: Sales Representative
Location: Remote
Travel Required: Yes, <5%
Level/Salary Range: negotiable
Position Type: Part time
Job Purpose:
Identify and Contact prospective clients for Remote Call Monitoring and other Call Center Quality/Customer Experience Services and help manage these prospects through the sales process.
• Lead and Contact research using various online reference tools, i.e. LinkedIn, jigsaw, etc.
• Cold calling of new prospects with no other contact method.
• Targeted email prospecting.
• Make initial contact presentation, establish full meeting and demonstration time involving the Vice President of Client Awesomeness and Director of Quality Solutions.
• Attendance at in person sales presentations and/or trade shows.
• Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual sales forecasts.
• Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
• Recommends changes in products, service, and policy by evaluating results and competitive developments.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Provides historical records by maintaining records on area and customer sales.
• Contributes to team effort by accomplishing related results as needed.
Preferred Skills:
• Bachelor’s Degree
• 2-4 Years Experience in a Call Center related field.
• 2-4 Years Experience in a Sales type position.
• Knowledge of Call Center Activity and Call Center Service related products.
• Knowledge of Call Center Quality Monitoring and/or General Quality for Call Centers.
• Knowledge of general initial contact sales, ability to maintain high level of activity in the prospect stage.
• Knowledge of interface and reporting.

Required Skills:
• General: Customer Service, Meeting Sales Goals, Closing Skills, Territory Management, Prospecting Skills, Negotiation, Self-Confidence, Product Knowledge, Presentation Skills, Client Relationships, Motivation for Sales

  • Working knowledge of Word, Excel & Outlook

Contact Karyn Dupree at 516.300.1236 or for more information.

Mean what you write…

Quality Monitoring has evolved from just listening to calls to evaluating chats, emails and tweets.  How you represent your company has transcended from just the traditional oral engagement into this world wide web we call the internet.  Unfortunately, what you type can come across differently then your intended outcome.  With our voices, we can use inflection and tone and / or just the flow of the conversation.

Even the most seasoned communicator can have the “uh-oh” effect when sending out written communications.  As a sales and marketing executive like myself, I can even make mistakes and hope that my clients and followers understand my true nature in our communication.  This is only a hope and I know that it isn’t always the case.  So, when one makes a faux pas in their writing, they must be ready to correct their mistake immediately.

Once you have written and sent out your thoughts, they will forever be burned into the Social Media World.  Companies can not afford to have that bad press out there waiting to explode.  This is where Quality Monitoring can increase the likelihood of positive customer experiences that can outweigh any negatives.  By picking up on incorrect grammar, wording or written tone can really save a customer interaction and help in coaching agents the proper way to interact via written form.

Social Media is here to stay and the tilt in online communication is increasing daily.  Utilizing a Quality program to catch potential “uh-ohs” can increase your customer satisfaction and loyalty.

Don’t be caught with out your plan of action to coach and train your agents on proper written etiquette.  Believe it or not, there are more Grammar nerds out there than you think….

3 Musts in Measuring Customer Behavior



How do you measure or trend your customers’ behavior? 

Hopefully you are working with a 3rd Party Quality Firm, like BPA Quality, to do Customer Satisfaction Surveys and Call Monitoring to find out the Voice of the Customer and their overall satisfaction of your company.  Now you can add to your arsenal a search of their uncensored thoughts by accessing blogs, micro-blogs, Facebook, etc.  No longer is up to chance to capture vital information, now that information is staring you in the face and waiting for a response.   Companies can engage the tools available to capture vital trends, so they can be proactive , instead of reacting when it may just be too late.   The insight can also enhance business decisions to increase in overall successes.

Just like tuning into the Weather Channel to find out the weather for your weekend plans.  If you didn’t have that option, your well-thought out plans may be destroyed due to a storm rolling through your area.  The same thing goes for Customer Satisfaction and Loyalty.  Quality monitoring of your call center and social media platforms can provide you with a forcast of the overall health of your company.  It can also predict any possible storms that are making their way to disrupt any financial plans or success.  Being prepared and braced for Customer Satisfaction tsunamis can offer solutions for riding the wave and coming out as a trusted champion with a long line of loyal customers.

Where there is Trust and Loyalty when it comes to Customers, there will always be GROWTH!