call center qa company

About

Our Mission

Our mission is to help call centers all over the world provide great multi-channel customer experiences consistently and effectively for exceptional business success.

Our Story

BPA Quality has been helping call centers all over the world provide excellent customer experiences since 1988.

With offices from the United States to the UK and analysts speaking in more than 45 languages, we support our clients with every step of their quality journey in becoming a CX Center of Excellence:

Trusted & Experienced Call Center Quality Partner

From our decades of evaluating tens of millions of contact center agent-customer interactions, we understand the importance and effect of human behavior science & psychology has on overall business success. Our clients have access to our expertise and trust that they will benefit from our partnership.

BPA Quality UK

Our Values

Our values are a core part of who we are as individuals and define BPA Quality as an organisation. They shape the way we work with our customers and with each other.

We  recognise that it is the power of our people that drives us forward. Every employee in the company contributes to the service we deliver. We value every individual’s contribution, encouraging everyone to reach their potential.

We leverage our knowledge, experience and resources to achieve amazing results every time.

We always seek to construct creative solutions that consistently help drive results.

Getting to know our customers means we can make them happy all the time, every time.

We work together as one to ensure we’re more than the sum of our parts.

We display a can-do attitude, looking for positive solutions and striving for excellence.

We place objectivity, honesty and ethical behaviour at the heart of everything we do.

We embrace diversity to encourage new ways of thinking, fresh perspectives and cutting-edge ideas.

Join some FORTUNE 500 Companies Improving Customer Experiences with BPA Quality

We're more than just a business...

The shifting dynamics of training in a pandemic

We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.

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The power of training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.

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call center skills

Training partnership with CCMA offers enhanced contact centre training for all

We are delighted to announce that we’ve extended the reach of our excellent training programmes by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.

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Think & Grow Rich – why an 83-year-old business concept is still relevant today

Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.

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Want to establish a Call Center of Customer Excellence? Talk to the Experts.

    Which of our services are you interested in?

    How do we do this?

    BPA Quality has analyzed and evaluated millions of customer contacts across 45 languages and multiple industries, giving us unique insights into what it takes to deliver an exceptional, effortless omnichannel customer experience.

    We provide our clients with the data, trends, and actionable insight they need to make critical business decisions on customer engagement and people development strategies.

    Our specialist teams are dedicated to helping organizations hold highly effective interactions with their customers whichever contact channel they select. We understand our clients’ challenges because we’ve been there ourselves. Our teams are experts in Managed Quality Assurance Services and also have vast Contact Centre Operations experience across multiple industry sectors.

    Find out the latest thinking in customer experience & quality and ensure you are never behind the curve by partnering with us.