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.
Quality & Compliance Manager, Uswitch
Analytics & Augmented Intelligence
Our Augmented Intelligence programmes enable our Clients to significantly transform business performance by identifying valuable customer experiences, insights and actionable intelligence, together with coaching-ready feedback.
Understanding and measuring how these interactions and experiences represent and shape your business is vital to on-going success and to delivering the right customer outcomes.
Why BPA Quality Augmented Intelligence?
Provision of detailed reporting providing actionable insight and intelligence helping you gain an enhanced understanding of customer experience and what great experience looks and sounds like
Identified Behavioural, Systemic and Procedural insight and actionable intelligence
Identify high effort customer touchpoints – identifying process and customer journey improvements, together with targeted solutions
Support the delivery of consistently superior service across every channel and customer touchpoint through monitoring and measurement of service performance
Identify any training needs or performance issues and define targeted coaching programmes that reinforce employee knowledge, enhance performance and service provision
Align company-wide focus on improving customers’ experiences to ultimately increase customer loyalty, repeat visits, sales and return on investment
Enhance the service delivered to your customers improving customer satisfaction and retention
Increase sales and customer loyalty by providing customers with the experience they want and expect
Ensure compliance with legal requirements to maintain a positive brand image, avoid potential issues and complaints
To support sales and marketing activities, gaining a greater understanding on how products and services are positioned and service delivery quality; insights gained can be used to reposition product messaging
Partnership Approach
Managing an Augmented Intelligence program is a big job. BPA provides services that can support this activity efficiently and effectively. We can support you in many ways tailored to your specific needs, be it augmenting your current team to fully managing your QA data analytics activity, to delivering full turnkey solutions
Speech and Text Analytics
BPA Quality helps our Clients maximise the benefits of using speech and text analytics tools as an enabler to delivering exceptional service and business outcomes.
As an example we may manage the process of periodic updates to the speech dictionary, phonetic tuning, and incorporation of brand-specific terms. When not managing the platform, our analysts work with you to generate business insights from your Speech Analytics provider (Verint, Nice, Nexidia, Call Journey, etc.), discovering the “who, what, and why” of issues to drive organizational change.
Why it works:
- Targets the calls that matter to the customer experience for focused audits
- You can coach to specific behaviours
- Concentrates on defined quality initiatives
- Identifies reasons for escalations and/or callbacks
- It looks for emerging trends & IDs best practices
- It gives you more time to spend improving interactions instead of putting out fires
Best of all … BPA Quality does the analysis for you.
Here at BPA Quality we view Analytics technology as a fantastic enabler for the Contact Centre industry. Speech and Interaction Analytics can deliver insight at scale, freeing your QA resource to focus on value add activity that technology can’t replicate such as emotion management. It can also enhance organisational awareness of areas such as risk management, deliver operational efficiencies opportunities and identify potential Customer Experience improvement outcomes.
Pete Dunn, EMEA Community Engagement Manager