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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Digital transformation in the contact centre

NEWS

Transformation of any kind across an organisation isn’t easy. In fact, around 75% of all large-scale change programmes fail. In today’s era, many of those transformations are to adopt more digital processes within an organisation – and the customer service sector is definitely not immune to this. Pretty much any business selling a service has a … Continue reading Digital transformation in the contact centre

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coaching the contact centre

Coaching the contact centre – The art of conversation: Part Three.

NEWS

In the final instalment of our blog series on the art of conversation, Helen Beaumont Manahan, EMEA Quality Solutions & CX Manager, discusses why coaching the contact centre is not a competitive sport. Having great conversations with customers is what we’re here for. Frontline agents are the true interface between brands and customers. So, they … Continue reading Coaching the contact centre – The art of conversation: Part Three.

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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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