Proactive business
intelligence
If you’re data rich, but you’re not doing enough with it to support better outcomes, you’re not alone!
We can support your strategic decision making with the application of tools and techniques designed to deliver actionable, insightful, data-driven decisions.
BI and actionable insight that gives you a competitive advantage.
Simplify the complex
With so much data available, it takes effort to understand operational reality. Ask us the questions, and we’ll get you the answers.
Proactive analysis
We work to identify anomalies, emerging trends and potential issues across the complex data sets your business creates. The aim is always to establish one version of the truth.
Customer journeys
Mapping a customer journey from a process, data, and customer effort perspective builds a multi-faceted view of business performance.
QA programme metrics
Understanding where to focus QA effort is a key BI outcome. We’ll do this for you, and ensure it enhances the value of QA – making it more than a fixed cost audit function.
Data and behavioural sciences
Digging deeper into the ‘what’ and the ‘why’ of customer behaviours ensures you have a complete understanding of customer pain points within different channels, products and services.
People performance
Measuring the performance of your organisation starts with its people. Are they working effectively, aligned to company goals, living the right behaviours? Understand the people ROI, and ensure its effective.
Better sales
close rate
American broadcasting corporation
Improvement in
first call resolution
Global technology company
Targeted quality insight reviews delivered to the Client in the first year
US national healthcare provider
Why use BPA Quality’s proactive business intelligence solutions?
Financial services legal
Armed with an accurate list of potentially litigious cases, our client was able to establish a queue of high-risk specialists
This queue worked specifically on these cases, focusing on resolving issues outside of court.
Global delivery logistics service
A global delivery service recently identified tracking calls as the driver of a majority of their calls. Using speech analytics and expert human listening, we conducted a study focused on identifying specific sub-drivers, along with root causes and recommendations for mitigation.
Digital satellite media broadcaster
BPA analysed each of the measured sales behaviours against true outcomes to determine how well the quality form aligned with results.
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."
Samsung
"BPA are refreshingly proactive, agile and provide actionable insight. All combined to make for a good working relationship."
Vice President, Consumer Support Services
"We had always measured performance through a QA form that we thought was best practice. The BPA Psychometric team linked what we were measuring to our CSAT ensuring that what we had measured truly had an impact on customers."