Quality Assurance Call Center Tools

What makes BPA unique is that we are the only company to offer truly objective measurement of soft skills. Many companies produce reports or provide feedback from Customers telling you that your Agents are friendly and professional, but how to you define this, how can you act on this information? Your idea of friendly may be very different from your Agents' or Customers'.

Quality Assurance Call Center Tools

We at BPA have broken down these subjective terms into objective measures that are either achieved or not achieved with no grey area in between. BPA produce data using our quality assurance call center tools that is both objective and actionable. From our research we have also developed unique approaches to Research, Training, Coaching and Call Monitoring, Customer Satisfaction Surveys, Agent Evaluation Software and Consultancy.

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BPA work in ongoing partnerships with their clients and have a proven track record based on mutual trust and support. Your goals are our goals, and your success means we are successful too. To find out more about outsourcing your coaching activity, as well as quality assurance call center tools, please contact us. We would be delighted to explore ways in which we can help your company stay on top, or reach new heights in the service you provide your customers and the sales you generate.

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.