BPA Featured Article

BPA Quality: Great CX Happens by Design

By Paula Bernier, Executive Editor, TMC
February 28, 2018

Customer experience is everything these days. And one of your main customer-facing experiences is delivered via the contact center. That said, it’s important to track contact center key performance indicators and adjust things as needed.

Key performance indicators include everything from average call time to call abandons to first call resolution. But, contact centers also need to consider customer satisfaction ratings and customer friction.

Of course, all of the above can be impacts by having too few agents on hand. So, contact centers should also look at the accuracy of their call volume forecasting and related agent scheduling. They should look at employee absenteeism and attrition and work to improve forecasting and decrease agent churn.

Workforce management systems can help with the forecasting and scheduling. And coaching, peer mentoring, training, and a positive culture may help to increase agent attendance and churn.

As BPA Quality says, great customer experience doesn’t happen by accident. It happens by design. And contact center experiences quality solutions can transform customer interactions and deliver better business results.

The company helps businesses increase customer satisfaction score and quality. BPA Quality allows for enhanced contact center metrics and business intelligence. It encourages greater staff engagement, improving adherence and compliance, reducing regulatory risk. And all of the above contribute to increase business results, including increased sales, retention, and return on investment.

“With the aid of BPA, Nissan GB has been able to improve its customer experience by over 30 percent over the past 12 months,” says Nissan.

BPA Quality delivers consulting and professional services, coaching and training solutions, and customer satisfaction surveys. It also does mystery shopping and benchmarking, quality monitoring and evaluation, and professional services and consulting.

Edited by Mandi Nowitz