Quality Assurance software

Experience matters, and with over 30 years of expertise in the industry, we know what works.

Quality PLUS Contact Centre QA software takes your QA process from disjointed and time-consuming to streamlined, effective, and indispensable.

Quality PLUS empowers your Team Leaders and Agents with unprecedented control to elevate your contact centre performance & revolutionise the way you manage quality assurance.

Visit the Quality PLUS site to learn more

Quality software solutions

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Real-time

Get an accurate, real-time picture of quality service delivery and performance.

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Omni-channel

Secure omni-channel interaction monitoring and evaluation capability.

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Customer experience management

End-to-end QA process solutions – form design, scoring, interaction evaluation, calibration, coaching and more – coupled with detailed reporting and actionable intelligence.

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Customer insight

Drill down into the data to identify process improvement, training and development needs.

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Scalable & customisable

Easy-to-use solutions that are highly scalable, flexible and customisable.

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Feedback, coaching & calibration

Form design, evaluation tools, coaching suite, calibration tools.

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Reduced
technician visits

US cable company

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A drop of approximately 14% in total calls that resulted in court time

Financial services legal

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Webchat quality scores improvement in 9 months

Leading UK Housing Association

Quality software solutions

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Customer Experience Management

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With customisable insight capture, automated compliance and regulatory ﬂagging, gold standard calibration tools and detailed reporting and intelligence dashboards, the Quality PLUS tool suite underpins the delivery of

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Real-time view of Quality End-to-end QA process solutions

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From design, scoring, interaction evaluation, insight capture, calibration, coaching, red ﬂags and compliance, through to detailed reporting, analytics and actionable intelligence. Fully interactive data drill-

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Maximise the value of your Customer contacts

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Transform results by delivering a service your customers really value. Uncover customer needs and expectations through analytics at every point in their journey that help you understand the true correlation between CSAT, NPS, FCR and the

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Bring clarity to your coaching

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Develop coaching-ready feedback and targeted performance improvement that enables team members to maximise their engagement and on-going development. Empower and engage your teams with effective,

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Business and service improvement

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Accelerate issue identiﬁcation and resolution to exceed Customer Experience expectations, enhance processes and increase return on investment.

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Manage Risk

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Quality PLUS Assurance Software helps you focus on legal and regulatory requirements, giving conﬁdence that any risks and controls are well understood and delivered to requirements, and unmanaged risks are highlighted for response.

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Value-add Evaluations No more spreadsheets!

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Evaluate interactions more effectively, with conﬁgurable scorecards and scoring standards, and clear outcomes reporting, so everyone knows what’s being scored, how it’s scored and why. Support positive transformation of your

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Focused outcomes

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Enables you to focus on the right areas of your contact center operation to deliver focused outcomes for maximum impact.

Utility company

The client was able to utilise the BPA Quality PLUS Calibration tool to further improve their quality management. The quality platform delivered other benefits, including enhanced controls including management information, improved reliability (virtually no downtime), better ease of use, the ability to make changes more quickly and enhanced functionality.

Sales Conduct and Development Director

"I have been extremely pleased with the support provided by BPA and consider this to be a true partnership which will help British Gas as it develops to meet our strategy."