BPA Featured Article

3rd Party Remote Call Monitoring Provider BPA Quality to Enhance Robust Services

By Jamie Epstein, TMCnet Web Editor
February 14, 2012

With over 24 years of experience and currently serving over 175 different clients, BPA Quality knows a thing or two about efficient 3rd party remote call monitoring. Today, the company revealed that it will be expanding its innovative offerings to continue to grow its footprint within language monitoring, Mystery Calling and Mystery Shopping.

Since 1988, BPA has been offering customers a wide array of services in over 35 diverse languages such as Afrikaans, Arabic, Bahasa Indonesian, Bosnian, Brazilian Portuguese, Cantonese, Catalan, Croatian, Czech, Danish, Dutch, English, English US, English ANZ, Finnish, French, French Canadian, German, Greek, Hungarian, Italian, Japanese, Korean, Mandarin, Norwegian, Polish, Portuguese, Russian, Serbian, Slovak, Spanish, Swedish, Thai, Turkish and Vietnamese. However as the industry continues to transform, the company is now able to better leverage these solutions to assist customers around the world.

Craig Antonucci, VP of Client Strategies for BPA said in a statement, “BPA has been and will continue doing business in its current market where it holds the position as the longest standing and most respected provider of Quality Services for Contact Centers worldwide. We listened to the market...there is a strong need for monitoring and coaching agents in the languages of the world. The market is global and so are we.”

The BPA Quality Builder portfolio boasts various innovative capabilities including: 24/7 secure access that utilizes various encryption, IP filters and user security methods; customized toolbox dashboards for organizations of all sizes; unlimited reporting; and online access and storage of audio, data, current reports and archived reports –all of which are fully customizable to individual requirements and needs.

As to what sets BPA apart from its competitors, "We are located in a part of the U.K. that attracts people from all over the world who are seeking an education. This has provided us with a wealth of quality candidates for our services. The key differentiator for us is that we employ and staff analysts who can provide the monitoring and analysis in their native tongue. All our analysts are native speakers of their language and familiar with the cultural subtleties of their language." Alex Bobba, general manager of BPA in Honiton, U.K. concluded.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Amanda Ciccatelli