About us
Who are BPA Quality?
Incorporated in 1988, we have been in the remote contact monitoring business for over 35 years, evaluating 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.
What do we do?
We support our clients with every element of their Customer Experience journey, we can help you with your quality strategy and assurance programmes, continuous improvement, mystery shopping, benchmarking and use of data and insight, right through to providing technology to underpin the whole quality management process.
We can also deliver bespoke, impactful training and coaching. Action-oriented, aligned to your needs, and delivered by our experts, our training solutions engage your staff, and support the delivery of customer contact excellence.
With offices in the UK and USA, and analysts speaking more than 45 languages, we can offer an unrivalled worldwide capability to bring actionable insight, and transformational results to your organisation.
How do we do it?
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.
The BPA Quality approach