BPA Featured Article

Understanding Performance Can Aid in Improvement



By Paula Bernier, Executive Editor, TMC
January 08, 2018


Contact centers are made up of a lot of moving pieces. So it’s important to keep a constant eye on what’s happening in such dynamic environments. But, you can’t improve upon what you cannot see. However, with BPA Quality Builder Software, you can understand where you stand and where you need to go.


This software from BPA Quality enables contact center operations to understand their performance and service quality in real time. It can highlight and enable the sharing of peak performance. And it can provide alerts to adherence and compliance risks. And it can illuminate where specific actions – like additional training – to allow for improvement might be helpful.

It provides an accurate and detailed view of the quality of interactions at the agent, team, department, and enterprise levels. Users of BPA Quality Builder Software also get that information across every channel. The software makes it easy to see where improvement is needed and what behaviors are leading to positive outcomes.

“With deep QA domain expertise and over 30,000 users, our QA software is underpinned by a detailed understanding that every organization’s needs are different,” writes Jeff Bardell, senior director of technology and innovation at BPA Quality. “We work closely with you to understand your current QA process and to identify your specific wants and needs.”

Global advisory, audit, consulting, and tax services firm Deloitte (News - Alert) is among the companies that have benefitted from BPA Quality’s solutions. The company engaged with BPA Quality to help it improve its lackluster first time resolution rates, lower its customer call backs, improve its productivity, and increase its declining customer satisfaction. Through BPA Quality’s consultancy, independent customer contact monitoring, and training, Deloitte was able to increase its customer satisfaction from below 70 percent to about 80 percent in the space of less than 12 months.




Edited by Mandi Nowitz

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