Improving operational performance
With greater insights and coverage across your customer channels, and an enhanced understanding of the reasons for customer contacts, drivers of high AHT, process, procedural and knowledge gaps, we work in partnership with you to help identify areas of improvement and efficiency at the same time as maintaining the quality of service.
Some of the ways BPA Quality helps our clients improve productivity and performance:
Comprehensive assurance and analysis of all customer contact channels (voice, email, chat, social media) carried out by our team of specialist quality experts.
Mapping end-to-end quality experiences to understand customer issues and the causes, and to identify solutions.
Understand the drivers for customer contact highlighting actionable insight at a systemic, behavioural and procedural level to increase 1st call resolution and reduce reasons for contact.
Identify high effort customer touchpoints – identifying process and customer journey improvements, together with targeted solutions.
Ongoing review of policies, processes and procedures to highlight areas of high customer effort, identify common issues, ongoing system challenges and improvement opportunities.
Set agents up for success with clear quality metrics, examples of target behaviour and improved training opportunities.
Delivering coaching-ready feedback to your team members targeting areas for improvement and continuation.
Fostering a culture of sustainable, continuous improvement amongst your teams.
By partnering with us, companies can elevate their customer interactions, increase customer satisfaction and spend, and build long-term loyalty.
Our expertise
Those organisations succeeding in today’s competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations.
By utilising data and insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition.
Increase in new
member sales
International roadside assistance company
Drop in total calls that resulted in court time
Financial & legal services company
Increase in debt
collection revenue