Delivering CX and
contact centre excellence
We’re BPA Quality, trusted by the world’s biggest brands to solve their challenges such as:
Delivering CX and contact centre excellence
We’re BPA Quality, trusted by the world’s biggest brands to solve their challenges such as:
Enhancing customer and employee experiences
With customer expectation higher than ever, BPA Quality can support your organisation in improving customer satisfaction and retention.
Training effective and empowered staff
Ensure that your teams are equipped to provide exceptional service, leading to higher customer satisfaction and loyalty. We can close the skill gaps in your organisation through the identification of need, the delivery of engaging training, coaching and development, and by ensuring that the knowledge is being applied in the “real world”.
Improving operational performance
With many businesses data-rich but insight-poor we leverage our team’s considerable expertise to deliver a holistic view of your customer engagement, driving process improvement, reduced regulatory risk, and enhanced customer experience, product development and profitability.
Reducing regulatory and brand risk
By implementing robust QA practices, BPA Quality can help you maintain a strong compliance posture, minimise regulatory and compliance risk, and protect your customers and reputation.
Retaining inspired and engaged talent
Retaining an engaged workforce is key in delivering service excellence. BPA Quality helps contact centres create engaging and supportive work environments through strategies that lead to higher staff morale, job satisfaction and retention rates.
Quality solutions tailored to your individual business needs
Powered by our people, enabled by technology – we help our clients achieve their strategic objectives and delight their customers.
Independent Quality Assurance and improvement
Get actionable insight, service improvement and coaching-ready feedback to your customer-facing teams with QA programmes run across all channels.
Expert training and coaching
Cutting-edge training solutions built around our deep understanding of the evolving range of challenges that contact centres face.
Proactive business intelligence
Data analysts and journalists turn the data from your customer contacts, AI, human and customer feedback into actionable insights and recommendations.
Interaction analytics solutions
Expand the capability of your quality organisation to ensure applications such as speech, automatic quality monitoring and text analytics are used to produce a maximum ROI.
Professional services
Improve your QA vision and strategy, enhance performance, and focus on achieving specific business outcomes under the guidance from our QA experts.
Quality Assurance software
Quality PLUS software offers a versatile and tailored quality management solution that caters to the unique needs of contact centres, driving efficiency and effectiveness in their QA processes.
Helping you change behaviour to deliver impactful results
What we do for you
We’ll help you make the very best of your people and processes, so you can improve results now, and in the future.
How we do it
Our experts combine your data with our scientific approaches – including statistical analysis, business psychology and psychometrics – to generate insight.
We call this actionable insight because it delivers context rich, data-led ways to make positive, sustainable changes to your organisation. This might be through tailored training and coaching, organisational design or a new set of high-impact assurance scorecards and interaction standards.
What this means for you?
We tell you the what and why of customer behaviours and their impact on your business. You get intelligence, regulatory assurance, training and coaching and support that means everyone can make informed decisions aligned to your strategic objectives.
When your advisors are empowered and engaged, you can increase your operational efficiencies, reduce your risk profile and solve your pain points.
Anticipating and removing challenges. Focused on results. Judged by the results your programme achieves.
Our team of experts provides ongoing support for your quality programme, ensuring your investment results in completely satisfied customers, reduced operating costs and reduced risk.
We are proactive in support of your business, working with your team on a day-to-day basis to continuously develop and improve capability.
Savings as a result of process change
Global technology company
Better sales close rate
American broadcasting corporation
Don’t just take our word for it
Quality & Compliance Manager
BPA use their experience to proactively gather insights and analyse data outside of the core compliance monitoring – always suggesting where we can make improvements – which is making a real difference.
Sales Conduct and Development Director
I have been extremely pleased with the support provided by BPA and consider this to be a true partnership which will help British Gas as it develops to meet our strategy
Head of Contact Centres UK & IE
BPA is tenacious and inquisitive and wants to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good.
Customer Services Director
We were really impressed by the detailed and insightful output from the Quality Evaluation Audit carried out by BPA, which gave both reassurance of our strengths and a clear direction for areas of focus and future opportunity.
Sales Conduct and Development Director
I have been extremely pleased with the support provided by BPA and consider this to be a true partnership which will help British Gas as it develops to meet our strategy
Head of Contact Centres UK & IE
BPA is tenacious and inquisitive and wants to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good.
Customer Services Director
We were really impressed by the detailed and insightful output from the Quality Evaluation Audit carried out by BPA, which gave both reassurance of our strengths and a clear direction for areas of focus and future opportunity.