Our team of expert Independent Quality Analysts (IQA) remotely access your contact recording systems and analyse interactions with customers, be they via phone, email, SMS, chat or social media.Learn more about Remote Customer Contact Evaluation
The scientific solution to customer service
With an innovative, scientific approach and more than 25 years' experience, BPA Quality's market leading suite of Customer Contact Quality Monitoring, Mystery Shopping, Customer Satisfaction Surveys, Competitive Review Benchmarking and Training gives you an unparalleled insight into your customers.
Our unique partnership approach means we adapt our services around your requirements, giving you solutions that fit your culture, help you achieve your goals and deliver exceptional results.
With ongoing support and on-site visits provided by our expert team, along with software specialists to provide technology and feedback as your needs evolve, you can be sure of staying ahead of the competition.
Targets specific skills and behaviours to provide a unique perspective to your customer contact activities.Learn more about Mystery Contact Insight and Competitive Review
Unique, impactful training programmes that involve the whole team to create a set of standards of performance aimed at providing a consistently excellent service.Learn more about Agent Training
Helping team leaders provide objective feedback designed to help their team members develop and practice new skills, set performance goals and handle different personality types.Learn more about Team Leader Coaching Training
Providing expertise and experience that is second to none in the customer contact centre industry, including interim support, business guidance, contact centre audits and advice.Learn more about Consulting and Professional Services
Taking the subjectivity and ambiguity out of calibration sessions by providing sophisticated calibration tools that fully correlate data to provide a consolidated baseline for agreement.Learn more about Instep Calibration Services
Takes your feedback to the next level by providing reasons behind the perceptions and actionable data, giving you the tools to stay at the cutting edge.Learn more about Customer Satisfaction Surveys
By using the same objective processes and structures from our BPA Builder.Learn more about Social Media Monitoring