Resources

At BPA Quality we are always looking to share new thinking or great ideas in the area of Contact Centre Quality Assurance.

Over the last 25 years we have built up a rich library of whitepapers, blogs, newsletters and videos ready to share with you.

We are always adding content and looking for ways to champion an area of business that can have a profound impact on Customer engagement, experience, compliance, Employee engagement, sales, marketing, product design and process improvement.

Feel free to review our material and if you would like to subscribe to our newsletter, simply fill in your details below and you will be automatically be added to our database.

The BPA Quality Builder – Monitoring

WHITEPAPER

Discover why BPA Builder is the complete solution to building a quality customer experience in your organisation.

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BPA Quality Builder – Coaching

WHITEPAPER

Analysis and discussion of the pitfalls and key performance measures required to make any coaching venture successful.

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The importance of the queen

NEWS

At our quarterly Quality Special Interest Group, which we host with our friends at the CCMA, I said to the assembled quality experts that I really think their teams can be like the queen on a chess board. Why do I think the Quality Team within a contact centre is like the queen on a chess … Continue reading The importance of the queen

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What is esprit de corps and how can it help you to lead your team?

NEWS

In terms of a definition, esprit de corps is ‘a spirit of solidarity; a sense of pride, and honour among the members of a group’. It is a term most readily and normally applied in the military. This is not a modern concept; both the Romans and the Greeks had leaders who understood that by … Continue reading What is esprit de corps and how can it help you to lead your team?

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Wellbeing team on the BBC

VIDEO

Our Wellbeing team was featured on local BBC TV and radio news, giving excellent exposure to the vital work we’ve been doing around health and happiness in the workplace.

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The best-kept secret in Quality Monitoring

VIDEO

Discover what makes BPA Quality the perfect solutions for companies looking to enhance their customer experience.

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Increases Customer Satisfaction

CASE STUDIES

Training, monitoring and consultancy help Deloitte turn round their failing customer satisfaction.

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Achieves Results

CASE STUDIES

Helping to deliver a 12.43% increase in Quality Scores for Radian.

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Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.

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