Why BPA?

BPA is the world leader in providing Quality Solutions for Contact Centers worldwide. Our customers choose us because we focus on their needs and goals. Below are some of the defining reasons customers worldwide choose BPA as their Contact Center Quality Solution provider.

• It's Easy with BPA! - We do everything for you, from setup and training, all the way to analysis and reporting, we do all the work for you and get the job done right.

• You Want Experience on Your Side! - We have a 20 year proven track record in achieving results No other company can give you this level of experience in this industry.

• You are Global! - We have a global reach, we can cover all time zones with our service and delivery.

• Your Business is Unique! - We take a partnership approach in tailoring our services to meet your requirements. You have a unique business and we work to understand your business model and make our recommendations fit your culture instead of generic call center recommendations.

• You Want the Truth! - We offer transparent, objective evaluations. We focuses on facts not opinions, we evaluate from the perspective of the customer, unbiased by any internal pressures or cultural issues.

• You want professionals! - We staff trained and professional Analysts with multi-lingual capability. We hire, train and maintain a staff specifically designed for your business.

• You Want Customizable Reporting! - We have a specialist in-house software team. We can provide technology and feedback solutions through our state-of-the-art reporting site and customize it to your specific needs.

• You Want Experience with Call Recording Systems! - We have a wide variety of experience with recording systems and call access of all kinds (i.e. Call Copy, NICE, Witness, Etalk, Verint, etc.)

• You Want Value! - We offer you the best value solution. We offer a lower cost of service and more importantly a higher return on your Quality investment.

The BPA Philosophy

One of the principle challenges in improving performance is actually making it happen!

We probably have all been on the receiving end of poor or average Customer Service or experienced the challenge as Managers of moving the barometer of performance from poor or average to outstanding.
Research shows that a contributing factor to this is that often when Agents are given feedback it is often in varying degrees subjective – the impact of this is that either the Agent believes that the feedback is biased and disregards it, or genuinely does not know how to improve based on the feedback. For example, the Agent may be told to be friendlier - the challenge here may be that the Agent does not know how to be friendlier.

BPA's experience and research for over twenty years have enabled BPA to become specialists in analyzing behavior by constructing metrics that allows the precise measurement of performance.  Seemingly subjective elements of calls are accurately measured.

This means that feedback becomes objective and actionable and easily delivered consistently by Supervisors. Agents have confidence in the feedback and know how to improve. The organization has an accurate and objective view of performance by team, center or enterprise wide.

We then apply your standards, your technical requirements and your policies to our philosophies to identify the key activities that result in a Quality Customer Experience. We then strive to develop clear, well defined criteria to help support the activities that result in a successful customer interaction. We eliminate the “gray areas” of typical quality monitoring by developing detailed definitions of these key criteria and support this clarity through extensive calibration and analysis of the consistency of the data.

The result is clear results and actionable observations that allow your managers, supervisors and agents to modify the behaviors of the call center activities to build a Quality Customer Experience time and time again. Your agents will clearly know what they are good at and what they need to improve upon. This philosophy allows BPA to provide to you our suite of modules, called the BPABuilder™.

Our process, procedures and policies that are the foundation of the BPABuilder™ are modeled around ISO9002 Certification Requirements and are among the most stringent and well defined in the industry. Our team of analysts use the BPABuilder™ philosophy, the model and tools to provide you with the most accurate and actionable observations in the industry.

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