BPA Quality is a global provider of quality evaluation services that is expert in outsourcing or augmenting organisations’ contact centre quality assurance (QA) programs.
Whether you need advice or guidance in setting up your quality assurance organisation, maximising the effectiveness from your current activity, or you want to investigate how you best measure performance objectively to drive customer engagement, our team of QA expert business partners can help.
We support you in developing your QA vision and strategy, improving performance, and focusing on achieving specific business outcomes. Our consultants provide in-depth industry and technical knowledge in the areas of quality management, form design, process excellence, customer insight, maximising the human element in interactions, coaching and feedback, and helping you maximise contact centre ROI.
From the start of any engagement we form an on-going partnership with you, allowing our team to gain a full understanding of your QA challenges and aspirations and we remain fully engaged as our relationship grows and your business evolves.
We help you maximise the benefit of developing and delivering impactful and sustainable Contact Centre Quality Assurance programs through, employee adoption and engagement, alignment with KPIs and business objectives, providing value add and actionable insight and enhancing CSAT and NPS.
Working as your trusted partner, we’ll help your organisation develop world-class Quality Assurance solutions that deliver against your vision and strategy, improve performance, and focus on achieving specific business outcomes.