Why BPA?

BPA is the world leader in providing Quality Solutions for Contact Centres worldwide. Our customers choose us because we focus on their needs and goals. Below are some of the defining reasons customers worldwide choose BPA as their Contact Centre Quality Solution provider.

• It's Easy with BPA! - We do everything for you, from setup and training, all the way to analysis and reporting, we do all the work for you and get the job done right.

• You Want Experience on Your Side! - We have a 20 year proven track record in achieving results No other company can give you this level of experience in this industry.

• You are Global! - We have a global reach, we can cover all time zones with our service and delivery.

• Your Business is Unique! - We take a partnership approach in tailoring our services to meet your requirements. You have a unique business and we work to understand your business model and make our recommendations fit your culture instead of generic call centre recommendations.

• You Want the Truth! - We offer transparent, objective evaluations. We focus on facts not opinions, we evaluate from the perspective of the customer, unbiased by any internal pressures or cultural issues.

• You Want Professionals! - We train staff and professional Analysts with multi-lingual capability. We hire, train and maintain a staff specifically designed for your business.

• You Want Customizable Reporting! - We have a specialist in-house software team. We can provide technology and feedback solutions through our state-of-the-art reporting site and customize it to your specific needs.

• You Want Experience with Call Recording Systems! - We have a wide variety of experience with recording systems and call access of all kinds (i.e. Call Copy, NICE, Witness, Etalk, Verint, etc.)

• You Want Value! - We offer you the best value solution. We offer a lower cost of service and more importantly a higher return on your Quality investment.

The BPA Philosophy

One of the principle challenges in improving performance is actually making it happen!

We have all been on the receiving end of poor or average Customer Service or experienced the challenge as Managers of moving the barometer of performance from poor or average to outstanding.
Research shows that a contributing factor to this is that often when Agents are given feedback it is often in varying degrees subjective – the impact of this is that either the Agent believes that the feedback is biased and disregards it, or genuinely does not know how to improve based on the feedback. For example, the Agent may be told to be friendlier - the challenge here may be that the Agent does not know how to be friendlier.

BPA's experience and research for over twenty years have enabled BPA to become specialists in analyzing behaviour by constructing metrics that allow the precise measurement of performance.  Seemingly subjective elements of calls are accurately measured.

This means that feedback becomes objective and actionable and easily delivered consistently by Supervisors. Agents have confidence in the feedback and know how to improve. The organization has an accurate and objective view of performance by team, centre or enterprise wide.

We then apply your standards, your technical requirements and your policies to our philosophies to identify the key activities that result in a Quality Customer Experience. We then strive to develop clear, well defined criteria to help support the activities that result in a successful customer interaction. We eliminate the “gray areas” of typical quality monitoring by developing detailed definitions of these key criteria and support this clarity through extensive calibration and analysis of the consistency of the data.

The result is clear results and actionable observations that allow your managers, supervisors and agents to modify the behaviours of the call centre activities to build a Quality Customer Experience time and time again. Your agents will clearly know what they are good at and what they need to improve upon. This philosophy allows BPA to provide to you our suite of modules, called the BPABuilder™.

Our process, procedures and policies that are the foundation of the BPABuilder™ are modelled around ISO9002 Certification Requirements and are among the most stringent and well defined in the industry. Our team of analysts use the BPABuilder™ philosophy, the model and tools to provide you with the most accurate and actionable observations in the industry.

About BPA Quality

With over 20 years experience, over 100 different clients, and millions of observations made worldwide, BPA Quality has the experience, knowledge and ingenuity to help you achieve the highest possible Call Centre Quality Customer Experience. The key to our success is in the philosophy that drives our Company.

Founded in 1988, BPA Quality has provided over 100 clients with millions of observations and countless recommendations on how to improve their Call Centre activities and businesses as a whole. BPA was formed by a group of like-minded people who were interested in radically altering the approach to the development of Customer Service Delivery, Sales and Support principally within Call Centres.

The genesis of BPA’s philosophies began by providing training services to Call Centre clientele. Our founders were conscious that training was often theoretical and could not always be related in a practical sense to the issues of performing a task or improving business results…without proper measurement and feedback, the training efforts were open-ended and unaccountable.

Shortly after, BPA began to develop its philosophies around the monitoring and research aspects of the business. The ensuing result is twenty years and a wealth of evidence comparing the performance of companies worldwide, and the ability to determine the influence differing aspects of the call had on the Customer and the Agent.

The BPA approach to Call Centre development is unique in as much as it provides objective evidence of performance, and data that helps construct strategies to improve overall performance on an ongoing basis. To do so, BPA has developed the BPABuilder™ concept to deliver our clients with the tools needed to build, repair and maintain a Quality Customer Service Experience.

With the most experience and expertise in the industry, Over 100 companies worldwide have trusted BPA to deliver the Quality Solutions and Strategies needed to compete in today’s market…but don’t take our word for it, click here to read what our customers have to say about us