Resources

At BPA Quality we are always looking to share new thinking or great ideas in the area of Contact Center Quality Assurance.

Over the last 25 years we have built up a rich library of whitepapers, blogs, newsletters and videos ready to share with you.

We are always adding content and looking for ways to champion an area of business that can have a profound impact on customer engagement, experience, compliance, employee engagement, sales, marketing, product design and process improvement.

Feel free to review our material and if you would like to subscribe to our newsletter, simply fill in your details below and you will automatically be added to our database.

The BPA Quality Builder – Monitoring

WHITEPAPER

Discover why BPA Builder is the complete solution to building a quality customer experience in your organisation.

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BPA Quality Builder – Coaching

WHITEPAPER

Analysis and discussion of the pitfalls and key performance measures required to make any coaching venture successful.

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Culture, tone and language considerations in quality monitoring

NEWS

Here at BPA Quality, one of the services we offer under the umbrella of managed quality services is to undertake large-scale quality monitoring of text and voice interactions in multiple languages. On some global, multi-lingual projects, the client expectation is that agent tone should remain consistent, regardless of the customer’s language or chosen contact channel. It … Continue reading Culture, tone and language considerations in quality monitoring

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Above the clouds

NEWS

Travel is part of my job as a trainer with BPA Quality, and I’ve journeyed all over the place for many years. But don’t worry, I’m not going to bore you with the clichés of the business traveller: upgrades, airline miles, hotel points, jet lag, ‘red eye’ flights, the psycho ADHD kid kicking the back … Continue reading Above the clouds

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Discovering BPA Quality (US)

VIDEO

Take a look behind the scenes at the BPA Quality offices and meet our team of experts.

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The best-kept secret in Quality Monitoring

VIDEO

Discover what makes BPA Quality the perfect solutions for companies looking to enhance their customer experience.

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Increases Customer Satisfaction

CASE STUDIES

Training, monitoring and consultancy help Deloitte turn round their failing customer satisfaction.

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Achieves Results

CASE STUDIES

Helping to deliver a 12.43% increase in Quality Scores for Radian.

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Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.

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