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Financial services legal

One of the US's largest home electronics retailers needed help to reduce the percentage of bad credit clients that end up in court.
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Fund Ourselves

Peer-to-peer lending company Fund Ourselves wanted to ensure that all their customer support staff were fully trained to ensure customers’ financial well-being, particularly those in vulnerable circum...
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Cable company

One of the US's largest providers of at-home communications asked us to identify strategies to reduce the number of service calls.
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Global technology company

We helped a global technology company detect and resolve an issue with a significantly low first call resolution rate through Live Chat.
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Global delivery logistics service

Our client wanted to understand the driver for tracking calls to identify improvements in agent behaviour, process, and / or technology.
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Digital satellite media broadcaster

A sales-focused study with an emphasis on the effectiveness of quality form measurements in providing accurate, actionable feedback.
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Financial services legal

One of the US's largest home electronics retailers needed help to reduce the percentage of bad credit clients that end up in court.
Read More

Global delivery logistics service

Our client wanted to understand the driver for tracking calls to identify improvements in agent behaviour, process, and / or technology.
Read More

Financial services legal

One of the US's largest home electronics retailers needed help to reduce the percentage of bad credit clients that end up in court.
Read More

Global technology company

We helped a global technology company detect and resolve an issue with a significantly low first call resolution rate through Live Chat.
Read More

Global delivery logistics service

Our client wanted to understand the driver for tracking calls to identify improvements in agent behaviour, process, and / or technology.
Read More

Digital satellite media broadcaster

A sales-focused study with an emphasis on the effectiveness of quality form measurements in providing accurate, actionable feedback.
Read More

US national healthcare provider

A US healthcare provider's lack of a centralised quality process led to a lack of consistency and negative CX outcomes for customers.
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Cable company

One of the US's largest providers of at-home communications asked us to identify strategies to reduce the number of service calls.
Read More

US national healthcare provider

A US healthcare provider's lack of a centralised quality process led to a lack of consistency and negative CX outcomes for customers.
Read More

Housing Association

Our client is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several aspects of their quality assuranc...
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Funeral-related service provider

Our work with the client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
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Online and telephone comparison and switching service

As well as improving the customer experience, our work with our client also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call cen...
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Global technology company

With both call centers in region outsourced to third parties, our client needed a partnership approach, where all parties would work together to review the quality assurance framework and make improve...
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Utility company

The client used BPA Quality PLUS for improved reliability, better ease of use, and the ability to make faster changes.
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Fund Ourselves

Peer-to-peer lending company Fund Ourselves wanted to ensure that all their customer support staff were fully trained to ensure customers’ financial well-being, particularly those in vulnerable circum...
Read More

UK Fire and Rescue organisation

Read how a UK based Fire and Rescue organisation approached BPA to devise a customized one-day workshop to deliver specialized training in Vulnerability Customer Care, designed to help their team bet...
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