BPA use their experience to proactively gather insights and analyse data outside of the core compliance monitoring – always suggesting where we can make improvements – which is making a real difference.
Quality & Compliance Manager, Uswitch
Analytics & Augmented Intelligence
Our Augmented Intelligence programmes enable our Clients to significantly transform business performance by identifying valuable customer experiences, insights and actionable intelligence, together with coaching-ready feedback.
Understanding and measuring how these interactions and experiences represent and shape your business is vital to on-going success and to delivering the right customer outcomes.
Managing an Augmented Intelligence program is a big job. BPA provides services that can support this activity efficiently and effectively. We can support you in many ways tailored to your specific needs, be it augmenting your current team to fully managing your QA data analytics activity, to delivering full turnkey solutions
Speech and Text Analytics
BPA Quality helps our Clients maximise the benefits of using speech and text analytics tools as an enabler to delivering exceptional service and business outcomes.
As an example we may manage the process of periodic updates to the speech dictionary, phonetic tuning, and incorporation of brand-specific terms. When not managing the platform, our analysts work with you to generate business insights from your Speech Analytics provider (Verint, Nice, Nexidia, Call Journey, etc.), discovering the “who, what, and why” of issues to drive organizational change.
Why it works:
- Targets the calls that matter to the customer experience for focused audits
- You can coach to specific behaviours
- Concentrates on defined quality initiatives
- Identifies reasons for escalations and/or callbacks
- It looks for emerging trends & IDs best practices
- It gives you more time to spend improving interactions instead of putting out fires
Best of all … BPA Quality does the analysis for you.
Here at BPA Quality we view Analytics technology as a fantastic enabler for the Contact Centre industry. Speech and Interaction Analytics can deliver insight at scale, freeing your QA resource to focus on value add activity that technology can’t replicate such as emotion management. It can also enhance organisational awareness of areas such as risk management, deliver operational efficiencies opportunities and identify potential Customer Experience improvement outcomes.
The critical requirement for an Analytics function is to ensure you have the dedicated, trained expertise to maximise your use of the technology. All too often Analytics is seen as a silver bullet, but only with expertise that has the knowledge to understand your customer and organisational needs can you highlight issues, understand their impact, and discover solutions that will have a lasting, positive impact for your business and your customers.
Pete Dunn, EMEA Community Engagement Manager