As the sphere of influence of the contact centre and quality functions grow – covering all aspects of the business from Sales, Marketing, Product Design, Legal and Compliance to the Customer Facing Operations – so the need to capitalise on this key resource becomes more imperative.
The BPA Quality approach has proved to deliver real competitive advantage and outstanding results time and time again for our clients and their customer-facing teams.
BPA Quality entered the Remote Call Monitoring business almost 20 years ago and since then we have listened to tens of millions of transactions between call centre agents and customers.
These transactions have covered a multitude of sales and service situations and call types, a multitude of situations; from airline customer service, technical support, debt collection to banking, from angry customers complaining to those who were desperate for some help, the list is endless.
Our many years of specialism in Contact Centre Quality Assurance places us in a highly informed position; we have listened to millions of human customer contact situations, covering almost every customer type, having every conceivable difficulty or requirement.
We have also undertaken this activity internationally covering 45 languages, so understand the differences between customer service expectation across multiple cultures.
This activity has enabled us to gain a detailed knowledge of the behaviours and processes that drive positive customer experience and engagement and the development of effective quality and coaching programmes.