The BPA Approach Redefining what’s possible The influence of the contact centre and quality functions has grown over the years, and now covers all aspects of the business from Sales, Marketing, Product Design, Legal and Compliance to the Customer Facing Operations. We call this the ‘QA Sphere of Influence, and the BPA Approach ensures organisations can fully capitalise on this key resource to help drive quality enabled business transformation. The BPA Quality approach is proven to deliver real competitive advantage and outstanding results time and time again for our clients and their customer-facing teams. The BPA Quality Approach Core Service Elements Quality Effectiveness Audit highlighting performance against industry best-practice Regulatory reassurance / compliance failure reporting / early warning systems Multi-channel evaluations Multi-lingual / cross-culture solution Actionable business insight and intelligence Scalable solutions – with rapid deployment Bespoke quality management software, Quality Plus, used as a hub for all differing data / inputs – performing as both a reporting and coaching tool Identification of positive performance / areas for development and performance gaps Targeted coaching areas – driving performance enhancement Scorecard review – with recommendations for improvement Key metrics improvement through better understanding of data and performance Statistical validity in monitoring and evaluation Delivering best-in-class contact centre and quality teams training Benchmarking vs other BPA quality clients Hub for sharing best practice Why our clients choose us for outsourced quality assurance BPA has been the global leader in providing Outsourced Quality Assurance Services for contact centres worldwide for 30 years. Our clients believe we are their ideal partner to deliver measurable improvements in service quality, customer experience and compliance for the following reasons: The BPA Approach in detail Culture, Tone and Language Considerations in Quality Assurance One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages. READ MORE Recognising the importance of the Human Element in Customer Interactions As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business. READ MORE The human element of a contact centre The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event. READ MORE Maximising the Effectiveness of Quality Scorecards One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look. READ MORE Ready to experience BPA Quality's outsourced quality assurance services? 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