About BPA

The origins of BPA

One of the greatest threats to a corporation is competition. We must be able to measure the Quality of our services and be able to use this information to adapt and improve.

In 1988, BPA was formed in the U.K. by a group of like minded people who were interested in radically altering the approach to the development of Customer Service Delivery and Sales principally within Call Centres.

The Company initially approached business from a training perspective. Its founders were conscious that often training was theoretical and could not always be related in a practical sense to the issues of performing a task or improving business results.

It soon became apparent that this approach on it's own did not produce results. The reason being that in order to provide practical solutions, objective evidence was needed. For example, what influenced Customers and produced sales? In practice, there was little objective evidence on Call Quality or how Customer Service Delivery compared company to company.

BPA began to turn more and more to the research aspects of the business, and over the ensuing years has gathered a wealth of evidence comparing the performance of Companies and the influence that differing aspects of the call had on the Customer and the Agent.

The BPA approach to research is unique in as much as it provides objective evidence of performance and data that helps construct strategies to continually improve overall performance.

The Competitive Review allows the user to look internally at their own performance and externally to ensure that it stays on the leading edge of the industry.

This year, BPA research will compare the performance of Call Centres in North America, East, West, Northern and Southern Europe, the Far East, Australia and Africa.

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