Call Quality

BPA has been in the business of researching into how Customers are influenced and comparing the performance of call quality World-Wide for over twelve years. This research has also involved developing an in-depth understanding of influencing factors that can inhibit or improve the development of performance in Call Centres.

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Call Center Quality Control Systems

BPA are specialists in Performance Management Systems and can also provide advice or help on all aspects of call quality and operation such as organizational architecture and delivery systems. We can add value to your Management Team or your development process by providing input and support based on our research and experience in a way that meets your need and your budget.

Welcome to BPA Worldwide

BPA has a unique approach to the development of Call Quality - Customer Service and the maximization of Sales Opportunities. Programs and approaches to development based on extensive research since 1988. The three component parts of the organization provide support in the following areas:

Remote Call Monitoring and Call Analysis

Scoring Calls
Objective Measurement
Objective and Impartial Feedback
Recording and Assessment of Live Data
Real Time Data
Web Based Access
Ability to produce tailored reports in seconds
Multi Lingual Research Team

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Objective Analysis of Service Delivery
Comparison to Competitors
Identification of Strengths
Actionable Feedback
Multi Lingual Research Team
Global Perspective

Research Based
Practical
Actionable
Results Orientated
Multi Lingual Training team

Take part in our Research and Receive a free Competitive Review!

"In theory, practice and theory are the same. In practice, they are not." (Anon.)

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

Because we recognize this at BPA, we take a unique and practical approach to the business of developing communication and sales skills - an approach that is designed to produce tangible results and a measurable return on investment.

© BPA International 2002.