Our Story

Over 30 years ago we entered the remote contact monitoring business and since then we have evaluated tens of millions of interactions between contact centre agents and customers.

Naturally, we have learned a lot and grown considerably in that time and we now have the scale and experience to help organisations all over the world transform their customer experience and drive results within their contact centres.

We support our clients with every element of their quality journey, from their quality strategy, assurance, mystery shopping, benchmarking and surveys right through to sophisticated technology to underpin the whole quality management process.

With offices in the UK and USA and analysts speaking more than 45 languages we can offer an unrivalled worldwide capability to bring results to your contact centre quality programmes.

Our People

At BPA Quality, the Human Element underpins everything we do, not only for our many global clients but also in our own teams. Our deep expertise around the effects of human behavioural science and psychology on customer contacts, built up over more than three decades, is only rivalled by our simple passion and enthusiasm for making a real difference to people’s lives.

The strength of our culture is borne from our diversity: we truly value the contribution made by every member of our vibrant multicultural team. We encourage everyone to be their fullest selves at work – developing skills, celebrating talents, and recognising that when our people feel supported and empowered, they can do their best work. Our choice to focus on helping all our people to thrive professionally and personally is a key reason we’re able to consistently deliver innovation and excellence as standard.

From the earliest days in Honiton, Devon, to the accelerating international business with a prestigious client base and multiple locations around the world today, we are proud of our rich heritage and have never lost our passion, our purpose, and our sense of who we are. Our unique culture infuses all our work and partnerships, bringing the transformative power of the Human Element to our clients in each interaction and endeavour.

Our Values

Our values are a core part of who we are as individuals and define BPA Quality as an organisation. They shape the way we work with our customers and with each other.

We  recognise that it is the power of our people that drives us forward. Every employee in the company contributes to the service we deliver. We value every individual’s contribution, encouraging everyone to reach their potential.

We leverage our knowledge, experience and resources to achieve amazing results every time.

We always seek to construct creative solutions that consistently help drive results.

Getting to know our customers means we can make them happy all the time, every time.

We work together as one to ensure we’re more than the sum of our parts.

We display a can-do attitude, looking for positive solutions and striving for excellence.

We place objectivity, honesty and ethical behaviour at the heart of everything we do.

We embrace diversity to encourage new ways of thinking, fresh perspectives and cutting-edge ideas.

We're more than just a business...

Business Games brilliance at BPA Quality

Elodie Miege-Prue, Independent Quality Evaluator, has spearheaded our involvement in the amazing Bigwave Business Games.


Five steps to mental wellbeing

The NHS has created a wonderful ‘five steps to mental wellbeing’ graphic to help us stay calm, balanced and centred during these tricky times.


International Week Of Happiness at BPA Quality

With International Week of Happiness at Work currently underway, HR Director Judith Yates looks at how we put people at the heart of all we do.


Our Mental Wellbeing Story

Our vision is to create a mentally healthy workplace with an engaged workforce that is productive, resilient and positive, as well as an open culture.


Speak to our expert team about enhancing your contact centres