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 BPA Approach
Why our clients partner with us
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:
Quality Expertise
BPA Quality ensures our clients benefit from best practice quality processes that are directly linked to the assessment and development of each channel of customer contact.
Our specialist team
Our clients use the experience and detailed analysis skills of our highly skilled quality specialists to enhance the level of insight gained and identify areas to enhance customer engagement and experience.
Achievement of tangible business results
Our work with clients has been proven time and time again to have a positive impact on customer engagement, satisfaction and retention, conversion rates, brand loyalty, staff motivation and compliance.
Worldwide experience
BPA has specialised in this activity on a global basis for 25 years. Our clients are reassured that they are dealing with a reputable company with a wide knowledge gained across many business sectors, including some of the world’s biggest brands.
Compliance & knowledge
Our independent quality monitoring and evaluation solutions help support our clients in delivering regulatory and compliance objectives and check knowledge transfer and accuracy.
Our technology & feedback solutions
Designed by QA people for QA people, our state-of-the-art live reporting website delivers comprehensive and analysed results, recordings and feedback in near real-time. These are created by our in-house software development team and are fully tailored to our clients’ requirements.
Our partnership approach
Every client’s business is unique, so we work with them to tailor our services to meet their specific business models and key drivers. Through ongoing dialogue, we ensure that the flow of information, feedback, actionable insight, and reporting solutions provide our clients with the tangible information needed to achieve their aims and enhance customer engagement.
Analysis objectivity & accuracy
The ongoing training of our professional research team and quality assurance processes ensure consistent independent and accurate analysis of data which is fully transparent, allowing the user to completely understand and depend on the actionable insight and feedback received.
Training & development
We provide practical, common sense, training and development support directly linked to enhancing the performance of individuals involved in engaging with customers.
Delivering actionable contact centre insight to the world’s leading brands
In more than 30 years of remote contact monitoring, we have evaluated 10s of millions of interactions between contact centre agents and customers. We have the scale and experience to help organisations all over the world transform their customer experience and drive results within their contact centres.
We support our clients with every element of their quality journey, from their quality strategy, assurance, mystery shopping, benchmarking and surveys right through to sophisticated technology to underpin the whole quality management process.
And all of that is underpinned by the proven, highly effective BPA Approach.
Act
- People development
- Training
- Coaching
- Feedback
- Follow-up
Report
- Evaluations / interactions
- Trends / comparison
- At all levels
- Areas for development
- Actionable insight
Capture
- Interations / transactions
- Recordings / screens
- Human or speech analytics evaluation
- Internal or independent
Select
- Selecting suitable contacts for use
- Skill development
- Process enhancement
- Benchmarking
- Compliance
Evaluate
- Form design
- Based on evidence
- Objective
- Focused on call outcome
The BPA Quality Approach Core Service Elements
- Quality Effectiveness Audit highlighting performance against industry best-practice
- Regulatory reassurance / compliance failure reporting / early warning systems
- Multi-channel evaluations
- Multi-lingual / cross-culture solution
- Actionable business insight and intelligence
- Scalable solutions – with rapid deployment
- Bespoke quality management software, Builder, used as a hub for all differing data / inputs – performing as both a reporting and coaching tool
- Identification of positive performance / areas for development and performance gaps
- Targeted coaching areas – driving performance enhancement
- Scorecard review – with recommendations for improvement
- Key metrics improvement through better understanding of data and performance
- Statistical validity in monitoring and evaluation
- Delivering best-in-class contact centre and quality teams training
- Benchmarking vs other BPA quality clients
- Hub for sharing best practice
Redefining what’s possible
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.
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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.
The Human Element
Every conversation is an opportunity to make a real connection, to build the human element. As humans, we have the ability to be creative, intuitive, show real empathy, feeling and understanding; to connect on a human level.
The human element in interactions provides great opportunities to:
- Build and reinforce your brand
- Build trust, credibility, and highlight competence
- Personalise the interaction and foster mirrored relationships
- Understand the reason for the interaction
- Identify all elements of the contact
- Build a relationship, show empathy, ownership and understanding; ensure the Customer feels like an individual, not a number
- Paint a picture to show the Customer you are engaged
- Offer flexible solutions
- Negotiate suitable solutions, creating win/win situations
- Build loyalty, retention, sales opportunities, advocacy, and increase first call resolution
The BPA Approach in detail
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.
The human element of a contact centre
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.
Maximising the Effectiveness of Quality Scorecards
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.
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.
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.
The human element of a contact centre
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.
Maximising the Effectiveness of Quality Scorecards
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.
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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.
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A multinational company saw a 95% drop in weekly complaint calls, from 200 down to just 10, in only four months.
