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.

Senior Managers

Improves Sales as a Service, Increases Gross Margin, and Enhances customer loyalty & lifetime value.

Omni-Channel

Comprehensive QA of all Customer Contact Channels (voice, email, chat, social media) carried out by our UK-based team of specialist quality experts.

Multi-Lingual

Quality Assurance in 48+ Languages, delivered by native speakers and with a deep focus on cultural nuance & expectations of customer service standards.

Regulatory Compliance

Extensive Knowledge of Legal, Regulatory & Compliance Requirements across multiple highly governed industries, like Insurance, Utilities, and Finance.

QA-Driven Sales Performance

Increase Gross Margin, Lifetime Value, and Brand Loyalty with focused Sales QA that helps to identify ‘sales through service’ opportunities.

Emotional Intelligence and the Human Element

Focused Feedback on empowering and engaging contact center agents, maximizing development & retention opportunities, and improving Customer Experience Outcomes.

Process Improvement

Continuous Evaluation of Services from highly Calibrated QA Experts to support consistent service experience for all customers, across all channels.

Ready to revolutionize your Quality Assurance?

    Which of our services are you interested in?