BPA use their experience to proactively gather insights and analyse data outside of the core compliance monitoring – always suggesting where we can make improvements – which is making a real difference.
Quality & Compliance Manager, Uswitch
Call Center Quality Monitoring
Call Center Quality Monitoring is the epicenter of our services.
Our highly experienced quality analysts provide accurate, actionable business coaching-ready feedback that drives best-in-class results like:
- Improvements in Customer Experience and Satisfaction outcomes
- Increase in Sales and Customer Retention
- Maintains compliance with regulatory and legal requirements
and so much more.
Together, we will set up secure access to your customer interactions (calls, chats, emails, social media), and then your dedicated BPA Quality team of QA experts will begin evaluating and uncovering insights that make significant improvements to your overall business success.
Since we are experts in Contact Center Quality Monitoring, our teams are more productive, intune to best-in-class customer engagements, and trained in analytical quality monitoring excellence.
What can our Independent Quality Assurance service do for you?
Contact Center Agents
Reliable & Objective Insights of Performance that you and your manager can focus on strengths and areas that may need fine-tuning, so you can reach your goals.
Quality Experience Professionals
Supports Enhanced Evaluation Outcomes to deliver scorecards, scoring criteria, gold-standard calibration & coaching ready feedback.
Contact Center Managers
Provides Regular Independent QA and evaluation and enhances existing assurance activities in determining if your agents are maximizing the value of every interaction and delivering customer experience excellence.
Improves Sales as a Service, Increases Gross Margin, and Enhances customer loyalty & lifetime value.