The BPA Approach

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.

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

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.

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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.

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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.

The BPA Approach in detail

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.

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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.

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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.

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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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Ready to experience BPA Quality Approach?