Retaining inspired and engaged talent
There’s a clear key link between company culture and employee engagement, customer satisfaction, and business performance – but improving engagement and wellbeing is not a quick and easy fix.
BPA Quality helps contact centres create engaging and supportive work environments. Here are some of the strategies we support with that lead to higher staff morale, job satisfaction, and retention rates:
Comprehensive training programmes and opportunities for skill development. We’ll make your contact centre staff feel valued, equipped with the necessary knowledge and skills to perform their roles effectively, and help open up avenues for personal and professional growth.
Build QA programmes that highlight strengths and opportunities to enhance skills, with focused, effective feedback and coaching support that contributes to well-being, resilience, and job satisfaction.
Our innovative, inclusive and engaging training solutions raise awareness and identify personal action plans for development, while setting clear expectations and performance standards in a way that feels collaborative, rather than controlling.
Our ongoing coaching-ready feedback enhances skills and boosts confidence by giving clear guidance for development.
We “catch people doing things right”; as well as a rigorous focus on compliance, our evaluations bring positive reinforcement and celebrate successes. Both are key to boosting motivation and sharing good practice.
Through our engagement and partnership approach, your teams feel empowered by their involvement in quality improvement processes.
We assist you in cultivating a quality-focused culture that fosters pride in work at individual, team, and departmental / company-wide levels.
Our specialist programmes generate valuable data and insights into trends, patterns and improvement opportunities. When performance is measured and evaluated based on objective data, it creates a sense of fairness and transparency, fostering trust and engagement.
Seeing tangible improvements in customer experience through consistent service excellence can lead to increased job satisfaction and engagement.
Data-driven insights give you more objective performance evaluations.
Our specialist monitoring, coaching and training solutions can all contribute to enhanced motivation, engagement and support lower attrition.
Our expertise
Those organisations succeeding in today’s competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations.
By utilising data and insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition.
Increase in first call resolution
Global technology company
Reduced
technician visits
US cable company
Increase in debt
collection revenue
Financial services company
Improvement in
quality scores