The challenge

Prior to forming a relationship with BPA, our client was using an alternative vendor to monitor the quality of their calls within their call centres. While this gave them some visibility on quality, they engaged with BPA as they were able to provide them with further insight beyond just listening and scoring.

 Solution

Our client has an internal customer services team based in London as well as two outsourced telesales teams in London and Durham. BPA monitors quality within the customer services team across all channels, including telephony, email, social channels and webchat.

Initially, BPA predominately monitored compliance requirements. However, more recently they have worked with the client to shift the focus to the overall customer experience. Specifically, BPA has looked at the customer experience scorecards for all their channels and, using their industry experience and knowledge of best practice, they created new scorecards with different measurement criteria.

For the outsourced call centres, who naturally monitor their own quality, BPA has introduced a new compliance framework whereby BPA provides an additional verification of the QA team scores as well as carrying out a number of random calls a month as an additional sample.

Quality PLUS

The quality monitoring for our client, for both internal and external calls centers is underpinned by BPA’s quality software, Quality PLUS. This gives the client a detailed and accurate view of the quality of their interactions for each agent and allows them to identify positive performance behaviors as well as areas for on-going development.

The client has been an early adopter of new versions of Quality PLUS and work closely with BPA to help test and enhance the software.

Result

BPA has been monitoring calls for this client for many years; however, the more recent work developing new scorecards with improved measurement criteria has helped significantly to improve the quality of the conversations that agents are having.

As well as this improvement in the customer experience the work has also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across the two outsourced call centers.

Feedback

Phil Wong, Quality & Compliance Manager said: “BPA has always encouraged us to continuously improve the customer experience. They have been proactive at analyzing data and driving changes to their scorecards.

“In the Customer Services team the scorecards we are now using are much more appropriate and we have seen significant improvements, particular in the area of webchat.

“BPA very much treat our partnership with expertise and use their experience to proactively gather insights and analyse data outside of the core compliance monitoring – always suggesting where we can make improvements – which is making a real difference.

“Within the outsourced call centres, BPA now has more engagement directly with their QA teams and this has seen a shift from pure monitoring to focusing on how to make improvements to the customer experience. We are confident this is going to make a big difference within the inbound switching teams.