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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How to look after the vulnerable customer

NEWS

Contact centre agents will assist a wide variety of different customers on every working day. Some customers may be easier to appropriately manage than others. Other customers may require a little more of a specific type of support. Vulnerable customers fall into this category. Here, we look at how to provide faultless assistance to vulnerable … Continue reading How to look after the vulnerable customer

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Handling the customer service experience in the festive season.

NEWS

Thanks to the shopping sprees which are Black Friday, Cyber Monday and almost the entire couple of weeks which surround these two occasions, the UK Christmas season of spending lasts for much longer than it used to do. It’s good for the economy, it’s good for business – and it will mean a busy few … Continue reading Handling the customer service experience in the festive season.

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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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