We were really impressed by the detailed and insightful output from the Quality Evaluation Audit carried out by BPA, which gave both reassurance of our strengths and a clear direction for areas of focus and future opportunity.

Customer Services Director, OVO Energy

Quality Effectiveness Audit

At the heart of our quality consulting service is the QEA, our Quality Effectiveness Audit.

This wide-ranging process examines your Contact Centre’s Quality Management programme, analysing your current approach against our proprietary Critical Success Factors identified from 30 years of global research and experience in quality monitoring.

It then delivers a comprehensive roadmap report that contains an expert assessment of your Quality Management programme’s strengths and opportunities areas and presents recommendations to support long-lasting change that will help positively transform your Quality Management programme, your business and your Customer Experience outcomes.

The benefits of our Quality Evaluation Audit

  • Exceptional Return on Investment
  • Rigorous review of Policies, Processes and Procedures
  • Actionable Insights to support strategic and tactical decision making
  • Improvement opportunities and prioritisation of delivery
  • A low-effort, comprehensive review of your current QM programme with improvement roadmap
  • Industry benchmarking against some of the worlds biggest organisations and brands
  • Operational Excellence enhancements
  • Insights for effective performance management and wider business engagement
  • Enhancements for anyone completing Quality Assurance
  • Optional bespoke contact monitoring by BPA experts to examine current interaction quality

The QEA follows a six stage process

Preparation

Pre-audit discovery phase to discuss specific needs, requirements and activities

Assessment

Comprehensive Audit utilising our Critical Success Factors

Discussion

Stakeholder discussion and anecdotal feedback capture to gain rounded view of Quality function and wider operations

Exploration

Review of supporting documentation and other additional insight sources including optional sample contact evaluation

Analysis

Detailed analysis of audit findings by the BPA Quality Solutions team to ensure accurate insight generation

Outcomes

Playback of outcomes via a comprehensive roadmap and benchmarking report of findings with recommendations and actions

Our QEA will review…

QA Process

Review of your current processes and procedures that sit behind the QA process together with the QA charter, match to business goals, quality control and statistical approach.

Scoring and Evaluation Process

Review of current scoring process to include: workflow, resourcing, measurement of accuracy, guidelines, methodology, environment and channels.

Calibration

Review of calibration process and procedures including: frequency, constituents, scope, methodology, link to training & coaching, disputes, selection criteria.

Risk & Compliance

Review of risk and compliance regulatory requirements and impact on QA, including relationship between QA and Compliance, audits, vulnerable Customers, risk-based evaluation.

Scorecards

Evaluation of current contact scorecards including: how they were devised, review process, methodology and link to customer outcomes.

Feedback & Coaching

Evaluation of current feedback and coaching process and effectiveness. Focus areas will include: activity type, frequency, resourcing,  training & review, tracing.

Reporting & Analysis

Review of current QA reporting and analysis including: types of reporting, scope & use, impact, link to business, visibility, process improvement link, technology.

Link to Customer Satisfaction Metrics

Evaluation of how QA data is matched to other forms of customer satisfaction / dissatisfaction data for links, use of QA data to drive customer engagement & experience.

Internal Communication

Review of how QA data is used to inform the wider business of performance, sphere of influence, senior management awareness, visualisation of results, RCA, feedback mechanisms.

HR & Training

Review of HR and training processes that underpin QA activity including: selection criteria, induction, coaching skills, competency framework, assessment, TNA loop.

Technology

Review of current technology deployed to support the effective delivery of the QA process: retrieval, evaluation, reporting & MI, integration, channels.

 

Ready to benchmark and enhance your Quality Management?