Resources

At BPA Quality we are always looking to share new thinking or great ideas in the area of Contact Centre Quality Assurance.

Over the last 25 years we have built up a rich library of whitepapers, blogs, newsletters and videos ready to share with you.

We are always adding content and looking for ways to champion an area of business that can have a profound impact on Customer engagement, experience, compliance, Employee engagement, sales, marketing, product design and process improvement.

Feel free to review our material and if you would like to subscribe to our newsletter, simply fill in your details below and you will be automatically be added to our database.

The BPA Quality Builder – Monitoring

WHITEPAPER

Discover why BPA Builder is the complete solution to building a quality customer experience in your organisation.

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BPA Quality Builder – Coaching

WHITEPAPER

Analysis and discussion of the pitfalls and key performance measures required to make any coaching venture successful.

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High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Programme

NEWS

There’s an old play on cultural stereotypes which probably predates the Internet:
“In Heaven, the police are British, the cooks are French, and the engineers are German. In Hell, those roles are switched around.”

Most people accept the danger of generalisation at the expense of considering individual behaviour and performance, yet somehow there’s still enough truth in the above statement to raise a smile.

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Why Quality Monitoring is Important for your Call Centre

NEWS

Every day call centres around the world ask themselves whether Quality Monitoring is important. The common sense answer to this question is of course a resounding ‘YES!’. However, when it comes to implementation of quality monitoring and driving results, the answer isn’t always as clear. This white paper will examine Quality Monitoring for contact centres … Continue reading Why Quality Monitoring is Important for your Call Centre

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The best-kept secret in Quality Monitoring

VIDEO

Discover what makes BPA Quality the perfect solutions for companies looking to enhance their customer experience.

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Discover BPA Quality

VIDEO

Take a look behind the scenes at the BPA Quality offices and meet our team of experts.

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Increases Customer Satisfaction

CASE STUDIES

Training, monitoring and consultancy help Deloitte turn round their failing customer satisfaction.

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Achieves Results

CASE STUDIES

Helping to deliver a 12.43% increase in Quality Scores for Radian.

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Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.

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