RCM makes the process of Call Quality Development easy and effective. Our highly skilled Team of Analysts evaluates calls, and our web based system delivers a complete picture of Agent performance ready to be coached.Learn more about Remote Call Monitoring
Revolutionary Insight. Exceptional Results.
BPA Quality has a fundamental belief that everyone in the world deserves a great customer experience. Our specialists are in the field of helping Your Organization develop effective contacts with Your Customers. By incorporating BPA's suite of services, contact centers can mix and match services, i.e., Remote Call Monitoring, Mystery Calling, Benchmarking, etc., in order to understand and utilize the business intelligence and the voice of the customer right from the first contact.
Provides insight into how Contacts with Customers are handled. Especially helpful in testing how difficult situations are handled, products are delivered and how your Contacts compare to market leaders or competitors.Learn more about Mystery Calling and Competitive Review (Benchmarking)
Unique and high impact training that involves the whole team in creating the standards that they will be measured on. Designed to set the foundation for an ongoing development process linked to results and ROI.Learn more about Call Center Agent Training
A key factor in improving Contacts with Customers is ensuring that Supervisors process the skills that will enable them to effectively and positively impact the performance of Agents. This powerful workshop is designed to provide the skills and set measurable standards for coaching and performance development.Learn more about Team Leader Coaching Training
Providing expertise and experience that is second to none in the customer contact center industry, including interim support, business guidance, contact center audits and advice.Learn more about Consulting and Professional Services
Our unique technology takes the subjectivity and ambiguity out of calibration sessions. Whether you are calibrating agents, supervisors or multiple sites, this tool saves time and produces tangible results.Learn more about Instep Calibration Services
Takes your feedback to the next level by providing reasons behind the perceptions and actionable data, giving you the tools to stay at the cutting edge.Learn more about Customer Satisfaction Surveys
When used with other services in our range, Social Media Monitoring provides an added insight into the development of world class contacts with Customers.Learn more about Social Media Monitoring