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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call_centre_training

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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Call monitoring

The seven deadly sins of call monitoring

NEWS

In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call centre operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The seven deadly sins of call monitoring

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mental health in the workplace

Why the Three Peaks Challenge benefits mental health in the workplace

NEWS

Elle Neal, BPA Quality Project Manager and advocate for mental health in the workplace shares her story of the Three Peaks Challenge which Team BPA recently undertook. “I really feel privileged to work for a company which puts mental health in the workplace first. The Three Peaks Challenge is such a great example of this. … Continue reading Why the Three Peaks Challenge benefits mental health in the workplace

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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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call_centre_software

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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