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.
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.
BPA has been the global leader in providing Managed Quality Assurance Services for contact centres worldwide for more than 25 years.
Our clients believe we are their ideal partner to deliver measurable improvements in service quality, customer experience and compliance for the following reasons:
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An international airline company client saw a 36% improvement in sales process adherence.
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Leading car manufacturer increased their CSAT by 30% after engaging with BPA Quality
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Our last customer satisfaction survey showed 100% of our clients would be happy to recommend us to other companies.
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Leading car manufacturer saw £4.5m incremental growth revenue as a result of our partnership programme.
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The UK’s top online train ticket retailer saw NPS improve from -40 to +15 in nine months.
A multinational company saw a 95% drop in weekly complaint calls, from 200 down to just 10, in only four months.