BPA Featured Article

Advanced QM Offers Greater Objectivity



By Paula Bernier, Executive Editor, TMC
December 10, 2018


Work environments can be difficult for employees to navigate. But businesses can show them the way via quality monitoring programs.

Quality monitoring allows employees to enjoy smoother sailing. At the same time, it helps businesses get where they want to go.

To ensure a successful quality monitoring journey, businesses must establish clear QM goals. They should inform contact center agents and managers what those goals are and how best to achieve them. And they should take care to ensure their coaching, reviews, and rewards are consistent, fair, and objective.




Using a special QM platform or service can help businesses in implementing and supporting their QM efforts. Such solutions can enable businesses to curtail their reliance on subjective assessments and manual, paper-based QM work. Instead, advanced QM solutions allow for greater objectivity. They do that by providing visibility into key quality management data and employing analytics on that data to deliver new business insights.

BPA Quality is one company that provides solutions in the quality assurance and quality monitoring fronts. “Through our Expert Quality Service, we bring a level of expertise into play that ensures you always have a reliable team of professional independent quality analysts available, providing an independent, unbiased view of customer engagements, agent performances, and business insights,” it says.

The company adds that the BPA Expert Call Center Quality Assurance and Independent Analysis allows organizations to focus on coaching and feedback trends instead of listening to a bunch of calls. But it doesn’t just consider calls. BPA Quality’s solution can also address QM and QA of chat, email, SMS, and social media interactions. And in addition to quality monitoring and assessment, BPA Quality can provide benchmarking, customer satisfaction surveys, and telephone mystery shopping.




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