Proactive business
intelligence

If you’re data rich, but you’re not doing enough with it to support better outcomes, you’re not alone!

We can support your strategic decision making with the application of tools and techniques designed to deliver actionable, insightful, data-driven decisions.

BI and actionable insight that gives you a competitive advantage.

Simplify the complex

With so much data available, it takes effort to understand operational reality. Ask us the questions, and we’ll get you the answers.

Proactive analysis

We work to identify anomalies, emerging trends and potential issues across the complex data sets your business creates. The aim is always to establish one version of the truth.

Customer journeys

Mapping a customer journey from a process, data, and customer effort perspective builds a multi-faceted view of business performance.

QA programme metrics

Understanding where to focus QA effort is a key BI outcome. We’ll do this for you, and ensure it enhances the value of QA – making it more than a fixed cost audit function.

Data and behavioural sciences

Digging deeper into the ‘what’ and the ‘why’ of customer behaviours ensures you have a complete understanding of customer pain points within different channels, products and services.

People performance

Measuring the performance of your organisation starts with its people. Are they working effectively, aligned to company goals, living the right behaviours? Understand the people ROI, and ensure its effective.

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Better sales
close rate

American broadcasting corporation
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Improvement in
first call resolution

Global technology company
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Targeted quality insight reviews delivered to the Client in the first year

US national healthcare provider

Why use BPA Quality’s proactive business intelligence solutions? 

Detailed reporting and data outputs

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Actionable insight and intelligence which helps you gain an enhanced understanding of customer experience and what a great experience looks and sounds like.

Issue identification

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Identify procedural, behavioural and systemic insight and actionable intelligence, discovering customer insights regarding satisfaction, business issues, competitive intelligence and marketing campaigns.

Spot high effort customer touchpoints

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Reduce churn by discovering root causes and predicting at-risk customers, identify process and customer journey improvements, and implement targeted workforce optimisation.

Enhance service delivery

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Support the delivery of consistently superior service across every channel and customer touchpoint through performance monitoring and measurement.

Identify training needs or performance issues

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Define targeted coaching programmes that reinforce employee knowledge, and enhance performance and service execution by analysing their relative performance.

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Align company-wide focus on improving customers’ experiences

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Increase customer loyalty, repeat visits, sales, and return on investment.

Ensure compliance with legal requirements

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Maintain a positive brand image and avoid potential issues and complaints.

Powered by analytics, validated by humans

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Uniquely placed to maximise the benefits of AI through marrying analytics outputs with targeted, human-led deep-dive analysis of business issues and opportunities.

Quality & Compliance Manager

"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."

Samsung

"BPA are refreshingly proactive, agile and provide actionable insight. All combined to make for a good working relationship."

Vice President, Consumer Support Services

"We had always measured performance through a QA form that we thought was best practice. The BPA Psychometric team linked what we were measuring to our CSAT ensuring that what we had measured truly had an impact on customers."

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