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

Independent Quality Assurance

Independent Contact Centre Quality Assurance and Evaluation is the cornerstone of our products and services.

Utilising our highly skilled specialists we will provide you with accurate and actionable Quality Assurance insights and coaching-ready feedback that:

and more.

We’ll work with you to set up a secure transfer of your contacts (calls, chats, emails, social media) to your dedicated team of experts, they’ll analyse them, complete your scorecards and feedback forms, provide insight and show you how your operational teams can make significant improvements.

If you utilise our quality software you’ll see the results in real-time. A dedicated team and activity lead will be your point of contact and quality subject matter expert sharing best practice with you throughout the month.

Our teams are more productive than in-house teams, produce more actionable insight, and are recruited and trained to be analytical quality monitoring experts.

Common Challenges

  • Are we monitoring the right amount?
  • Our QA scores and CSAT/NPS scores are not aligned
  • Our scorecards are not regularly reviewed and don’t drive the results we want to see
  • Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way
  • Our QA outcomes don’t support effective coaching
  • How do we get more out of our QA?

Are we monitoring the right amount?

How do you know if you are monitoring the right number of contacts? What are your competitors doing? What would your regulator expect you to monitor? Is there a common minimum number of contacts we could monitor and be reassured it is enough?

There are a lot of questions around the number of contacts that should be evaluated and we’ve heard most – and regardless of industry or team size, we can help you find the right answer for you.

At BPA Quality we understand that often trust is found within the statistical confidence of evaluations. We also understand the challenge that it takes a lot of effort, time and skill to churn large volumes of data to supply the confidence that many stakeholders look for.

Utilising our dedicated, expert analysts to generate precise, reproducible results, we are well-versed in ensuring statistically relevant sampling models are used where applicable, ensuring our output can be trusted to deliver a true reflection of your Contact Centre interactions, including any regulatory risks and Customer Experience outcomes.

We do also encourage a balanced approach to sampling, small volumes of data do not provide statistical validity, but they can be incredibly valuable to a business when used proactively to explore potential issues and their impacts far faster than big-data technology, and to evaluate areas such as emotion management, sales opportunities and vulnerability

Our QA scores and CSAT/NPS scores are not aligned

We will help you clearly define what it is you are hoping to achieve when looking at your data from your QA activity and your customer satisfaction activity.

We know that QA and CX aren’t always going to align across a customer journey, and we work to ensure that any deviation in scoring is expected and understood by all stakeholders.

Working with our experienced experts you’ll be able to maximise both your QA and customer satisfaction processes and outputs to achieve your goals. Contact us to find out how we can help.

Our scorecards are not regularly reviewed and don’t drive the results we want to see

All too often we’ve seen the challenge that Quality Model Frameworks don’t support and enhance business objectives, and a key issue that drives this perspective is the lack of understanding about the detail within a scorecard and scoring guidelines.

We work with you in a partnership approach to establish comprehensive change plans with robust communication strategies and impact assessments, to crowdsource an understanding of what good looks like and determining the key messages that will help to explain the use, value and outcomes of your scorecard and scoring criteria.

Critically, we always aim to support the idea that ownership of scoring standards does not sit within the Quality Management function to be policed, rather it sits within the business to empower and support, with QA specialists and Team Leaders merely custodians of standards that everyone can challenge and enhance.

Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

Numerous companies struggle to sort through the volume of data they generate, and this problem is exacerbated within many QA programmes because spreadsheets and even paper forms are used by so many to capture insights.

The approach BPA Quality takes is to always ensure the qualitative data we generate is subject to data rigour measures, and that anyone completing assurance and analysis is highly calibrated, and part of all change management plans. This ensures that there is confidence in the findings, that all findings align to the ever-changing demands of a contact centre, and that they deliver one version of the truth, generating greater confidence in data-driven decision making.

We have also developed our Quality Experience Software to record all captured data and all outcomes generated through use of that data to supply well-defined BI and Insight dashboards. All coaching and development sessions, Continuous Improvement recommendations and new product and service opportunities are recorded, shared and validated through further QA activity to maximise the value offered by a QA programme.

Our QA outcomes don’t support effective coaching

A key differentiator in the success of your contact centre is the extent to which your contact centre leaders can deliver effective coaching every day. Nothing beats well trained, well-motivated and empowered specialists when it comes to representing your business to your customers.

All too often Coaching is one of the first activities to get left behind when service levels drop, but effective coaching is critical to developing your contact centre staff, driving performance, improving key metrics and delivering an effective, positive Customer Experience. There are tangible commercial benefits to delivering effective coaching.

One of the key requirements for an effective coaching and development cycle is a Quality Model Framework that encourages everyone who is completing QA activity to highlight fantastic experience delivery, as well as areas for development, using coaching-ready phrases that minimise the effort for a coach to deliver a session that has positive and lasting impact on an individual. At BPA Quality we utilise our wide-ranging experience in the development and improvement of QA Frameworks to support enhancement in our partners, so they too have effective Coaching programmes underpinned by valuable outcomes generated by QA activity.

How do we get more out of our QA?

Some challenges we hear frequently at BPA Quality are that QA activity doesn’t provide a true reflection of an agent’s capability, that QA look for ‘bad’ interactions to assure or that QA are the business prevention team.

Establishing a comprehensive communications strategy that shares best practice, is open to challenge from all parties and is focused on cooperating to deliver operational, legal, regulatory and process changes with minimal impact is an important part of how a QA function supports the operational delivery of efficient Customer Experience outcomes.

Working together to ensure positive experiences are rewarded and recognised appropriately shows standards are attainable, brings QA standards to life and supports positive advocacy of QA aims within the contact centre. It is also important for QA functions to be open and inviting for escalations or disputes, as they are great sources of insight, highlight misalignment of expectations and support ongoing collaboration on interaction standards and assurance guidelines.

+

Are we monitoring the right amount?

How do you know if you are monitoring the right number of contacts? What are your competitors doing? What would your regulator expect you to monitor? Is there a common minimum number of contacts we could monitor and be reassured it is enough?

There are a lot of questions around the number of contacts that should be evaluated and we’ve heard most – and regardless of industry or team size, we can help you find the right answer for you.

At BPA Quality we understand that often trust is found within the statistical confidence of evaluations. We also understand the challenge that it takes a lot of effort, time and skill to churn large volumes of data to supply the confidence that many stakeholders look for.

Utilising our dedicated, expert analysts to generate precise, reproducible results, we are well-versed in ensuring statistically relevant sampling models are used where applicable, ensuring our output can be trusted to deliver a true reflection of your Contact Centre interactions, including any regulatory risks and Customer Experience outcomes.

We do also encourage a balanced approach to sampling, small volumes of data do not provide statistical validity, but they can be incredibly valuable to a business when used proactively to explore potential issues and their impacts far faster than big-data technology, and to evaluate areas such as emotion management, sales opportunities and vulnerability

+

Our QA scores and CSAT/NPS scores are not aligned

We will help you clearly define what it is you are hoping to achieve when looking at your data from your QA activity and your customer satisfaction activity.

We know that QA and CX aren’t always going to align across a customer journey, and we work to ensure that any deviation in scoring is expected and understood by all stakeholders.

Working with our experienced experts you’ll be able to maximise both your QA and customer satisfaction processes and outputs to achieve your goals. Contact us to find out how we can help.

+

Our scorecards are not regularly reviewed and don’t drive the results we want to see

All too often we’ve seen the challenge that Quality Model Frameworks don’t support and enhance business objectives, and a key issue that drives this perspective is the lack of understanding about the detail within a scorecard and scoring guidelines.

We work with you in a partnership approach to establish comprehensive change plans with robust communication strategies and impact assessments, to crowdsource an understanding of what good looks like and determining the key messages that will help to explain the use, value and outcomes of your scorecard and scoring criteria.

Critically, we always aim to support the idea that ownership of scoring standards does not sit within the Quality Management function to be policed, rather it sits within the business to empower and support, with QA specialists and Team Leaders merely custodians of standards that everyone can challenge and enhance.

+

Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

Numerous companies struggle to sort through the volume of data they generate, and this problem is exacerbated within many QA programmes because spreadsheets and even paper forms are used by so many to capture insights.

The approach BPA Quality takes is to always ensure the qualitative data we generate is subject to data rigour measures, and that anyone completing assurance and analysis is highly calibrated, and part of all change management plans. This ensures that there is confidence in the findings, that all findings align to the ever-changing demands of a contact centre, and that they deliver one version of the truth, generating greater confidence in data-driven decision making.

We have also developed our Quality Experience Software to record all captured data and all outcomes generated through use of that data to supply well-defined BI and Insight dashboards. All coaching and development sessions, Continuous Improvement recommendations and new product and service opportunities are recorded, shared and validated through further QA activity to maximise the value offered by a QA programme.

+

Our QA outcomes don’t support effective coaching

A key differentiator in the success of your contact centre is the extent to which your contact centre leaders can deliver effective coaching every day. Nothing beats well trained, well-motivated and empowered specialists when it comes to representing your business to your customers.

All too often Coaching is one of the first activities to get left behind when service levels drop, but effective coaching is critical to developing your contact centre staff, driving performance, improving key metrics and delivering an effective, positive Customer Experience. There are tangible commercial benefits to delivering effective coaching.

One of the key requirements for an effective coaching and development cycle is a Quality Model Framework that encourages everyone who is completing QA activity to highlight fantastic experience delivery, as well as areas for development, using coaching-ready phrases that minimise the effort for a coach to deliver a session that has positive and lasting impact on an individual. At BPA Quality we utilise our wide-ranging experience in the development and improvement of QA Frameworks to support enhancement in our partners, so they too have effective Coaching programmes underpinned by valuable outcomes generated by QA activity.

+

How do we get more out of our QA?

Some challenges we hear frequently at BPA Quality are that QA activity doesn’t provide a true reflection of an agent’s capability, that QA look for ‘bad’ interactions to assure or that QA are the business prevention team.

Establishing a comprehensive communications strategy that shares best practice, is open to challenge from all parties and is focused on cooperating to deliver operational, legal, regulatory and process changes with minimal impact is an important part of how a QA function supports the operational delivery of efficient Customer Experience outcomes.

Working together to ensure positive experiences are rewarded and recognised appropriately shows standards are attainable, brings QA standards to life and supports positive advocacy of QA aims within the contact centre. It is also important for QA functions to be open and inviting for escalations or disputes, as they are great sources of insight, highlight misalignment of expectations and support ongoing collaboration on interaction standards and assurance guidelines.

What can our Independent Quality Assurance service do for you?

Contact Centre Agents

  • Provides an impartial and balanced view of your interpersonal interactions in coaching-ready feedback, supporting your coaching and development outcomes
  • Enhances scoring frameworks and guidelines to support increased understanding of what is expected and how to execute it, for the best possible outcome, each and every interaction
  • Provides a scoring outcomes challenge process to ensure our specialists are held to standard; we welcome feedback and escalations as your insight helps us to become experts in your business

Quality Experience Professionals

  • Develops a partnership approach that supports your aims and establishes your team as a value-add function in the business
  • Provides an external lens to benchmark and improve your QA programmes, ensuring they’re aligned to your strategic vision and effective at delivering positive, sustainable outcomes
  • Supports enhanced evaluation outcomes, with over 30 years of QA activity used to deliver scorecards, scoring criteria, gold-standard calibration and coaching-ready feedback
  • Identifies added value insight and actionable intelligence signposting the key areas of focus for the operation and wider business

Contact Centre Managers

  • Provides regular independent assurance and evaluation and enhances existing assurance activities in determining if your agents are maximising the value of every interaction and delivering customer excellence
  • Delivers outside perspective and expertise that provides invaluable insight without bias, ensuring you have one version of the truth for your KPIs
  • Utilises our years of experience providing support to the World’s biggest organisations so scorecards, processes can be efficiently adapted to meet the ongoing and changing objectives of the contact centre
  • Enables you to focus on the right areas of your contact centre operation to deliver focused outcomes for maximum impact
  • Identifies training and development needs or issues and delivers targeted coaching ready feedback that enhances employee knowledge and service delivery

Senior Managers

  • Provides actionable Insight and intelligence outcomes that supports robust strategic decision making, ROI and improved operational excellence
  • Delivers enhanced understanding of customer sentiment and experience improvement opportunities
  • Supports robust legal, regulatory and reputational risk management
  • Improves Sales as a Service, increases Gross Margin, and enhances customer loyalty and lifetime value
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of BPA client said they’d recommend us to others

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reduction in complaints for multinational company

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shift in NPS for nationwide train ticket retailer

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organisations monitored

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languages supported

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observations per year

Omni-Channel

  • Comprehensive assurance of all customer contact channels (voice, email, chat, social media) carried out by our UK-based team of specialist quality experts
  • Quality assurance in all channels to provide increased insight into your customer-facing teams
  • Journey level assurance that provides a seamless view of customer pain points, an enhanced understanding of process issues and siloed working, and potential synergies between departments

Multi-Lingual

  • Quality Assurance in 48 languages, delivered by native speakers and with a deep focus on cultural nuance and expectations of customer service standards
  • Provides enhanced actionable insight across global organisations, improving understanding of product adoption, new market opportunities, and highlights variance in Customer Experience outcomes
  • Diverse experiences and perspectives that deliver flexible, multi-cultural responses that greatly benefit your business

Regulatory Assistance

  • Extensive knowledge of legal, regulatory and compliance requirements across multiple highly governed industries
  • Assurance that specifically targets legal and regulatory requirements, giving confidence that any risks and controls are well understood and delivered to requirements, and unmanaged risks are highlighted
  • Reputational and brand damage reduction assurance that aligns brand values and Quality Assurance to ensure customer-facing staff are representing your organisation positively in each customer interaction

QA-driven Sales Performance

  • Increase gross margin, lifetime value and brand loyalty with focused sales Assurance that helps to identify ‘sales through service’ opportunities
  • Maximise your business sales teams with assurance on areas such as effective questioning and listening, identification of unappreciated needs and upsell/cross sell opportunities
  • Coaching-ready feedback from our expert analysts to support your sales teams and ensure they meet or exceed targets and delight customers, whilst delivering ethical sales outcomes

Emotional Intelligence and the Human Element

  • Assurance that enhances Emotional Intelligence to increase critical skills such as empathy and rapport building, creating more successful and mutually pleasing interactions with each customer
  • Feedback focused on empowering and engaging contact centre staff, maximising development and retention opportunities and improving Customer Experience outcomes
  • An increased awareness of communications styles, channels and methods through actionable insight that increases the alignment between operational needs and Quality Management support methods

Process Improvement

  • Continuous evaluation of services from highly calibrated experts to ensure a consistent service experience for all customers, across all channels
  • Ongoing review of Policies, Processes and Procedures to highlight areas of customer effort, ongoing system issues and improvement opportunities
  • Increase the value of the QA function & programme, with greater understanding of what activities are completed, what outcomes occur and clear communication of impact and improvement for the business, colleagues and customers

Ready to revolutionise your Quality Assurance?