Mystery Calling

BPA Quality specialise in enterprise level, telephone mystery customer programmes for contact centres worldwide.

Whether you have one large contact centre or 50 locations, a multi-lingual operation or require a competitor benchmarking programme, our mystery calling approach is built around your objectives: increase sales conversion, improve service levels and procedures, test your Agent’s knowledge, ensure compliance with policies and regulations and learn from our global best practice.

Many Clients use the BPA Competitive Review™ approach to objectively benchmark their sales effectiveness and service offering against their key competitors to ensure they keep a competitive edge.

To ensure you achieve a consistent of customer experience across multiple contact centre channels, we can help improve the telephone, email and chat interactions between your Agents and Customers.

All aspects of our programme are tailored for you: from the appointment of your Project Manager to the selection of your dedicated project team, creating the most appropriate evaluation criteria to your tailored real-time reporting, ongoing programme development and consultancy.

The BPA approach goes well beyond simply providing you with the reported data.

Not only we help you pinpoint what needs fixing but we specifically advise you on how to go about fixing it! We help you create action plans and prioritise the steps to improve Agent performance so your progress is structured and effective. Once you have improved, we help you stay there! We help you to share best practice across your organisation and implement effective initiatives as a result of our feedback.

BPA Quality programmes enable you to reward and recognise high-performing individuals and teams and help you to positively change individual's behaviours to create a culture of sales and customer service excellence.

Our Clients use our feedback and results to support sales and performance development programmes, contact centre supplier service management, incentive initiatives, employee payroll bonuses and much more…

Our feedback identifies the areas of strength that you and your Teams can build on, as well as the areas to develop with the specific actions to address in your communications, coaching and feedback.