A Quality Assurance Tool Built for Your Needs

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Your BPABuilder Solution comes complete with your own secure and customized Online version of the BPABuilder.Toolbox™.  Your BPABuilder.Toolbox™ includes all the features needed to track, trend, report and create the stimulus to build your Quality Customer Experience.  The BPA Builder comes with all of our World Class Services, including 3rd Party Remote Calling Monitoring, Mystery Calling, Mystery Shopping, Benchmarking, Customer Satisfaction Surveying, Social Media Monitoring and any other General Contact Center Quality Assurance initiatives you may have. Features of the BPABuilder.Online™ include:

BPA Builder Reporting Tools

BPABuilder.Reporting™ is included with the BPABuilder™ Program as a standard and integral part of the success of building your Quality Customer Experience.  BPABuilder.Reporting™ is developed and delivered in three different ways:

BPABuilder.Online™ – Every report that is relevant to your data and your business is available as part of the BPABuilder.Online™ solution.  Web based reporting at the click of your mouse, reporting that is robust, accurate and designed for the maximum impact on your agents.  Reporting is built around a tree model, with reporting available at multiple drill-down levels including by Site, Manager, Supervisor, Agent and by Audit.  All levels of data report and trend various ways, such as:

Digital Push Reporting – Every report that is available to you on our BPABuilder.Online™ tool is also available to you via Push Distribution.  If you prefer, reports can be sent directly to your email inbox at regular intervals.  Just let us know which reports you would like to subscribe to, how often you want them, and where you want them delivered, and the information you need to build a Quality Customer Experience comes to you.

Custom Reporting and Analysis – Your BPABuilder.Reporting™ solution will include reporting and analysis by our team of experts and Client Strategies department.   These types of reports are intended to address specific needs or findings that are not part of the standard online package.  Trends, correlations, cause effect analysis will be developed in an ongoing effort to uncover new opportunities to improve your business.  These reports are delivered in your choice of format such as Excel, Word, PowerPoint or PDF.

BPA Builder Coaching Tools

BPABuilder.Coaching™ is also included with the BPABuilder Program as a standard and integral part of the success of building your Quality Customer Experience.  It is critical for your organization to have a well defined and effective method of delivering coaching to the Call Center Agents, and to track this coaching in order to generate an environment for improvement.

BPABuilder.Coaching™ starts with our program of accurate and complete observations to be delivered to the agents for purposes of feedback.  Once an observation is complete, the interaction is available on your BPABuilder.Online™ toolbox.    The interaction is now available to be coached and your supervisor or manager can record their coaching session through the use of our BPABuilder.Coaching™ tool, demonstrated below:

As the coaching sessions are conducted and recorded, you can log into your BPABuilder.Reporting™ toolbox and view reports that track the progress of the agents through the coaching sessions.  This allows you to generate reports, such as “Career Progression” or “Coaching History” reports…reports that will instantly tell you if the agent is improving.  A sample of these reports are demonstrated below:

BPA Builder Calibration Tools

Are you calibrated? Does everyone in your organization apply your Quality Program in the right way? Are your calibration sessions a big waste of time? The BPABuilder.Calibration™ is also included with the BPABuilder Program as a standard and integral part to help make sure your Managers, Supervisors, and Quality Team Members all stay on the same page.  It is critical for your organization to remain calibrated and the The BPABuilder.Calibration™ helps you do just that AND makes your calibration sessions effective and efficient.

The The BPABuilder.Calibration™ allows the Calibration Administrator to distribute a blank form and call recording to all calibration participants. Each participant will have access to a blank audit form and only be able to see their form and the call in which they are to calibrate. Once everyone is done with their calibration record, the Calibration Administrator can lock the calibration, allowing everyone to see the results of the Calibration. The result is an efficient compact set of reports that allows the Calibration Administrator to see where the team is calibrated and where they are not:

The resulting report easily points out who got what wrong and where the problem areas may be. Each participant is given a calibration factor score (how many they got right) and each standard or question is given a calibration factor score (how many participants got the standard or question right). This allows the Calibration Administrator to focus on the problem areas, making for an efficient and effective calibration session.