Independent Quality Assurance
and improvement
Increase the value of your QA programme. Increase sales conversion. Create feedback that drives effective coaching and development. Reduce regulatory and brand risks.
If you want your QA programme to be more than a cost, to deliver improved customer experiences, and to identify benefits across your business, then get in touch.
Some of the ways we transform quality
All channels
Consistent, comprehensive QA across all contact channels, validating your interaction journeys and assessing your customer outcomes to highlight risk.
Multi-lingual
We know cultural nuances and service expectations differ globally, so we’ve got QA experts who are native speakers across almost 50 languages.
Compliance and legal
Understanding your risk and your regulators, then highlighting risks, is a key part of how we support your organisation.
Process improvements
We’ll find and help you fix areas of high customer effort, poorly understood or trained processes, and system issues – all of which get in the way of a good experience.
Interaction skills coaching
Our coaching-ready feedback process is designed to support your leaders, develop your advisors, and boost your CX.
Sales enhancements
It’s not just service teams that benefit from QA. We can identify opportunities for improved conversion, effort reduction, and upsell opportunities with focused sales QA.
Increase in the quality assurance call monitoring score
Financial services company
Overall reduction in remote call monitoring non-compliance score
UK-based online and telephone comparison and switching service
Overall improvement in mystery shopping quality
UK-based online and telephone comparison and switching service
Why use BPA Quality’s independent Quality Assurance and evaluation solutions?
Cable company
Through remote call monitoring, BPA analysts were able to identify and profile behaviours, words, phrases and situations that increased the chances of an erroneous outcome that resulted in the scheduling of a technician home visit.
US national healthcare provider
BPA Quality was taken on to undertake independent quality monitoring on behalf of the Client
A three phased approach was developed to support the delivery of consistent standards and process improvement.
Global technology company
After following the customer journey and examining the support tools customers were using to contact about their issue, we were able to put the story to the data and get the complete picture.
Head of Contact Centres UK & IE
“BPA is tenacious and inquisitive and wants to move things forward and gain traction in our hectic environment. To have a partner that is checking in with us and requesting feedback and direction when necessary is very good.”
Vice President, Consumer Support Services
"We value your partnership, and your organisation has added a great deal of insight which has helped us to focus our priorities in the right area."
Director of Distribution & Partnerships
"Our long relationship with BPA demonstrates the importance we place on compliance and on offering exemplary and ethical service. It is very much a partnership; we value their input in ensuring our guidelines are being implemented, and in defining the criteria that need to be met."
