BPA Client Testimonials

Here are a few things that our customers had to say about BPA:

“As direct sales manager, my strategy has been closely aligned with the BPA approach, importance of call quality and sales through service.  By creating a culture of offering the best service consistently, we have continually increased our direct sales year on year.”
Tim Atkinson, Direct Sales Manager

 
“Mystery Shopping is not about catching people out, certainly not the way BPA does it!  Their research approach offers objective information upon which we can leverage our drive to be the best at what we do.” 
Head of Marketing

 “BPA has really helped us move forward in call Quality development.
The accuracy of their evaluation and their ability to provide data immediately has proved invaluable.”
Senior Vice President,

“Dear Alex,
The First Board requires me to roll out what they consider to be best practice from FGW to the other Train Operating Companies within our Group. Our Mystery Shopping Research Programme is considered best practice and I would appreciate your help in developing a divisional approach to the other parts of our business’”. 
Head of Marketing   

“With the aid of BPA, Nissan GB has been able to increase its 'Customer Experience' by over 30 percentage points over the past 12 month’s period of involvement and through that, an increase in customer loyalty. This, I am sure, will become a long relationship.” 
Manager, Customer Services - Customer Quality
 

 
The Trainline, the UK's largest retailer of rail tickets, has been working with BPA for a number of years, initially providing an external quality measurement benchmarking service across multiple contact centre locations, both in the UK and overseas. From the start, BPA achieved all of the original objectives in providing an impartial record of the quality of service of our calls, validating our suppliers’ internal quality monitoring processes and supplying an objective competitor analysis.

The detailed feedback on elements of the call flow allows the suppliers to see exactly whereabouts in the call flow they may not be achieving maximum points and encourages them to concentrate on these areas. This has helped to drive continuous improvement in both the external BPA and internal quality measures. Further external monitoring by our Regulatory body has endorsed the high quality of our calls. We have also seen healthy competition across the offshore suppliers we use as they eagerly await to see which site has come top of the table as they vie for the coveted top position each month.

Over the last 2 years focus has been very much on enhancing the Customer Experience of calls to our offshore contact centres in India. BPA have been instrumental in supporting our move away from a scripted approach to a more conversational manner based on the profile of each caller. Having analysed the key elements of our customer surveys, BPA redesigned their monitoring criteria to compliment these as well as suggesting reports that could be added that would ensure our suppliers are focusing on the right areas.
The success of the changes can be most clearly seen in the results of the surveys sent to our customers. The surveys are used to generate a Net Promoter Score and we have seen a monumental shift from -40% to +15% over the last 9 months.