Call Center Case Studies &

BPA Quality Customer Success Stories

Improving Call Center Quality Programs for over 30 Years

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improve contact center cx with BPA Quality

How BPA Quality Delivered Independent Call Center QA for a Global Technology Company

BPA Quality partnered with a global technology company to improve contact center CX across outsource...

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vulnerable customer case study by BPA Quality

Vulnerable Customer Case Study: UK Fire and Rescue Organization

BPA Quality designed a customized one-day workshop for a UK Fire and Rescue organization, helping th...

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healthcare contact center quality, customer experience, healthcare insurance Customer Story BPA Quality case study

Healthcare Contact Center Quality Improvement

Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensur...

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customer service chat, Actionable insights from chat

Actionable Insights from Chat for Better Support

Live chat is quickly making its way to becoming one of the preferred contact channels for consumer s...

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Fintech Call Center QA & CX Customer Story BPA Quality

How BPA Quality Helped a FinTech Lender Meet FCA Consumer Duty Standards

Our Client is a FinTech company operating a short-term peer-to-peer lending platform aiming to offer...

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empathetic customer service QA and training case study for the funeral industry

Empathetic Customer Service Training Results for the Funeral Industry

Our work with the Client helps ensure that sales are being made ethically and in line with not only ...

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contact center QA reducing litigation risk by BPAQuality

How Contact Center QA Reduced Litigation Risk for a Financial Services Retailer

BPA Quality used speech analytics to identify litigious customer calls in a financial services conta...

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global delivery Customer Story BPA Quality case study

Proven Call Reduction Strategies Case Study

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Ce...

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healthcare contact center quality, customer experience, healthcare insurance Customer Story BPA Quality case study

Healthcare Contact Center Quality Improvement

Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensur...

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customer service chat, Actionable insights from chat

Actionable Insights from Chat for Better Support

Live chat is quickly making its way to becoming one of the preferred contact channels for consumer s...

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call center sales success case study by bpa quality

Improve Sales Success Rates

We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurement...

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contact center QA reducing litigation risk by BPAQuality

How Contact Center QA Reduced Litigation Risk for a Financial Services Retailer

BPA Quality used speech analytics to identify litigious customer calls in a financial services conta...

Read More

global delivery Customer Story BPA Quality case study

Proven Call Reduction Strategies Case Study

Our Client wanted to understand the driver for High volumes of “tracking Calls’ in to the Contact Ce...

Read More

improve contact center cx with BPA Quality

How BPA Quality Delivered Independent Call Center QA for a Global Technology Company

BPA Quality partnered with a global technology company to improve contact center CX across outsource...

Read More

healthcare contact center quality, customer experience, healthcare insurance Customer Story BPA Quality case study

Healthcare Contact Center Quality Improvement

Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensur...

Read More

empathetic customer service QA and training case study for the funeral industry

Empathetic Customer Service Training Results for the Funeral Industry

Our work with the Client helps ensure that sales are being made ethically and in line with not only ...

Read More

increase collection rates with BPA Quality Expert QA

Boosting Debt Collection Success with BPA Quality

With a limited quality assurance programme and training in place, our Client was keen to develop a s...

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Cable Customer Story BPA Quality

Call Center Performance Improvement with Analytics

Facing high repeat call volumes and unnecessary technician dispatches, a leading cable provider part...

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housing association contact center quality assurance, multichannel QA for housing associations

How a Leading Housing Association Unified Contact Center Quality Assurance Across Every Channel

Our Client is one of the largest housing providers in the south of England, managing 35,000 homes an...

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vulnerable customer case study by BPA Quality

Vulnerable Customer Case Study: UK Fire and Rescue Organization

BPA Quality designed a customized one-day workshop for a UK Fire and Rescue organization, helping th...

Read More

Fintech Call Center QA & CX Customer Story BPA Quality

How BPA Quality Helped a FinTech Lender Meet FCA Consumer Duty Standards

Our Client is a FinTech company operating a short-term peer-to-peer lending platform aiming to offer...

Read More

Utility Company Call Center QA at Scale: 20 Lines of Business, One Unified Platform, utility Customer Story BPA Quality case study

How a Major Utility Company Unified QA Across 20 Lines of Business

The Client used our QA Software Calibration tool to further improve their quality management. The qu...

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