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.

Customer contacts provide a highly valuable source of key business information and insight, highlighting how to enhance the level of experience delivered, identify risks and areas for improvement, measure the impact and effectiveness of new products and sales activities and enhance agent service delivery.

Customer Contacts can be evaluated using a number of business tools including quality monitoring, speech and text analytics, data analysis, psychometrics, insight analytics and targeted qualitative analysis which means you have an enterprise-wide view of performance, enabling you to target the contacts and situations that matter.

By unlocking the ability to understand and drive sales and customer satisfaction, your tailored BPA Augmented Intelligence service provides deep insight and analysis with no need to purchase expensive software, servers or analysts.

BPA Quality provides you with a team of experts to help manage the entire Augmented Intelligence QA process, ensuring the business is able to turn data into action. Whether it’s using analytics to understand how your business is interacting with customers or focusing on agent performance, BPA Augmented Intelligence Quality Services can help.

Why BPA Quality Augmented Intelligence?

Provision of detailed reporting providing actionable insight and intelligence helping you gain an enhanced understanding of customer experience and what great experience looks and sounds like

Identified Behavioural, Systemic and Procedural insight and actionable intelligence

Identify high effort customer touchpoints – identifying process and customer journey improvements, together with targeted solutions

Support the delivery of consistently superior service across every channel and customer touchpoint through monitoring and measurement of service performance

Identify any training needs or performance issues and define targeted coaching programmes that reinforce employee knowledge, enhance performance and service provision

Align company-wide focus on improving customers’ experiences to ultimately increase customer loyalty, repeat visits, sales and return on investment

Enhance the service delivered to your customers improving customer satisfaction and retention

Increase sales and customer loyalty by providing customers with the experience they want and expect

Ensure compliance with legal requirements to maintain a positive brand image, avoid potential issues and complaints

To support sales and marketing activities, gaining a greater understanding on how products and services are positioned and service delivery quality; insights gained can be used to reposition product messaging

Partnership Approach

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

Ready to harness the power of big data analysis?