We were really impressed by the detailed and insightful output from the Quality Evaluation Audit carried out by BPA, which gave both reassurance of our strengths and a clear direction for areas of focus and future opportunity. Customer Services Director, OVO Energy Quality Effectiveness Audit At the heart of our quality consulting service is the QEA, our Quality Effectiveness Audit. This wide-ranging process examines your Contact Centre’s Quality Management programme, analysing your current approach against our proprietary Critical Success Factors identified from 30 years of global research and experience in quality monitoring. It then delivers a comprehensive roadmap report that contains an expert assessment of your Quality Management programme’s strengths and opportunities areas and presents recommendations to support long-lasting change that will help positively transform your Quality Management programme, your business and your Customer Experience outcomes. The benefits of our Quality Effectiveness Audit Exceptional Return on Investment Rigorous review of Policies, Processes and Procedures Actionable Insights to support strategic and tactical decision making Improvement opportunities and prioritisation of delivery A low-effort, comprehensive review of your current QM programme with improvement roadmap Industry benchmarking against some of the worlds biggest organisations and brands Operational Excellence enhancements Insights for effective performance management and wider business engagement Enhancements for anyone completing Quality Assurance Optional bespoke contact monitoring by BPA experts to examine current interaction quality The QEA follows a six stage process Our Quality Effectiveness Audit will review… QA Process Review of your current processes and procedures that sit behind the QA process together with the QA charter, match to business goals, quality control and statistical approach. Scoring and Evaluation Process Review of current scoring process to include: workflow, resourcing, measurement of accuracy, guidelines, methodology, environment and channels. Calibration Review of calibration process and procedures including: frequency, constituents, scope, methodology, link to training & coaching, disputes, selection criteria. Risk & Compliance Review of risk and compliance regulatory requirements and impact on QA, including relationship between QA and Compliance, audits, vulnerable Customers, risk-based evaluation. Scorecards Evaluation of current contact scorecards including: how they were devised, review process, methodology and link to customer outcomes. Feedback & Coaching Evaluation of current feedback and coaching process and effectiveness. Focus areas will include: activity type, frequency, resourcing, training & review, tracing. Reporting & Analysis Review of current QA reporting and analysis including: types of reporting, scope & use, impact, link to business, visibility, process improvement link, technology. Link to Customer Satisfaction Metrics Evaluation of how QA data is matched to other forms of customer satisfaction / dissatisfaction data for links, use of QA data to drive customer engagement & experience. Internal Communication Review of how QA data is used to inform the wider business of performance, sphere of influence, senior management awareness, visualisation of results, RCA, feedback mechanisms. HR & Training Review of HR and training processes that underpin QA activity including: selection criteria, induction, coaching skills, competency framework, assessment, TNA loop. Technology Review of current technology deployed to support the effective delivery of the QA process: retrieval, evaluation, reporting & MI, integration, channels. Benchmark and enhance with a Quality Effectiveness Audit Your Name (required) Your Email (required) Subject Your Message BPA Corporate Facilitation Ltd, First floor, Milford House, Pynes Hill, Exeter, Devon EX2 5AZ info@bpaquality.co.uk 0800 195 0506 © Copyright 2021 GDPR | Privacy Website Design by Theme