Delivering Quality Enabled Business Transformation

Transform your business with the leaders in contact centre quality experience management.

Never has delivering a quality experience for your customers been more important.

At BPA, our 30+ years of experience in contact centre quality means that we fully understand that focussed quality evaluation and assurance has the power to transform the performance of your contact centre.

How do we do this?

We can provide you with your own team of our expert analysts to evaluate your contacts. Our team becomes yours.

We can provide you with the output of our hosted speech analytics – you gain from this technology without any of the hassle.

We are lucky to have a large breadth of clients in multiple sectors and we use this privileged position to share best practice with them.

You too can benefit – find out the latest thinking in customer experience & quality and ensure you are never behind the curve by partnering with us.

“Quality Management is at the heart of any good contact centre – and no one knows more about this topic than BPA Quality. They really are the experts.”

Ann-Marie Stagg,  CCMA

Evaluate your customer contacts in 48 languages

With our global quality evaluation activity being driven by a large multi-national team, this multi-lingual capability allows us to truly understand cultural nuances and be at the forefront of the delivery of world-class customer experience, regardless of where it takes place in the world.

A full suite of Contact Centre QA services

  • Quality
    Assurance
  • Quality
    Experience Software
  • Training, Coaching
    & Development
  • Analytics &
    Augmented Intelligence
  • Quality
    Effectiveness Audit
  • Mystery
    Shopping
  • Quality
    Consulting

Quality
Assurance

Enhance your business with our expert analysts to benefit from targeted insight and actionable feedback that drives business transformation.

READ MORE

ARTICLES

WATCH VIDEO

Quality
Experience Software

Still using excel or not getting the best out of your current quality system ? We can provide our cutting-edge quality software – designed by quality experts for quality people – see what’s possible !

READ MORE

ARTICLES

CASE STUDY

Training, Coaching
& Development

We can deploy our expert trainers who can train your existing teams across a range of topics teaching them best practice and ensuring it is embedded.

READ MORE

ARTICLES

WATCH VIDEO

Analytics &
Augmented Intelligence

Harness the power of our hosted speech analytics to enhance your business and turn data into actionable insight.

READ MORE

ARTICLES

Quality
Effectiveness Audit

We can assess your current quality framework & processes against best practice to provide you with a roadmap to excellence.

READ MORE

ARTICLES

Mystery
Shopping

We can conduct mystery shopping into your centre to test specific scenarios.

READ MORE

Quality
Consulting

Develop your QA vision and strategy, improve performance, and focus on achieving specific business outcomes with our specialist consultants.

READ MORE

ARTICLES

WATCH VIDEO

+

Quality
Assurance

Enhance your business with our expert analysts to benefit from targeted insight and actionable feedback that drives business transformation.

READ MORE

ARTICLES

WATCH VIDEO

+

Quality
Experience Software

Still using excel or not getting the best out of your current quality system ? We can provide our cutting-edge quality software – designed by quality experts for quality people – see what’s possible !

READ MORE

ARTICLES

CASE STUDY

+

Training, Coaching
& Development

We can deploy our expert trainers who can train your existing teams across a range of topics teaching them best practice and ensuring it is embedded.

READ MORE

ARTICLES

WATCH VIDEO

+

Analytics &
Augmented Intelligence

Harness the power of our hosted speech analytics to enhance your business and turn data into actionable insight.

READ MORE

ARTICLES

+

Quality
Effectiveness Audit

We can assess your current quality framework & processes against best practice to provide you with a roadmap to excellence.

READ MORE

ARTICLES

+

Mystery
Shopping

We can conduct mystery shopping into your centre to test specific scenarios.

READ MORE

+

Quality
Consulting

Develop your QA vision and strategy, improve performance, and focus on achieving specific business outcomes with our specialist consultants.

READ MORE

ARTICLES

WATCH VIDEO

Resources

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.

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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

Quality Enabled Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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How to look after the vulnerable customer

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

READ MORE