Call Center QA Featured Article
BPA Quality Unveils EvalidateQA, Filling a Gap in the Call Center QA Market
BPA Quality, which has a long and successful legacy in the field, announced the rebranding of its proprietary call center QA software, from Quality Plus to EvalidateQA. In reality, though, this is more than just a branding change. The company really sees it as the formal launch of an internally developed, battle-tested product, driven by burgeoning market demand and a clear vision to provide accessible, powerful, and highly customizable call center QA solutions.
David Blackwell, president and owner of BPA Quality, highlighted the driving force behind this transformation. “For years, our software, internally known as Quality Plus, was instrumental in how we delivered our own quality assurance services, but the feedback from clients was overwhelming: ‘Can we get our hands on this?’ he said.
Blackwell feels strongly that EvalidateQA fills a significant vacuum in the market for companies looking for a robust QA tool, but one that is less complex and at a lower price point than many of the cumbersome enterprise platforms on the market.
The genesis of EvalidateQA is rooted in BPA Quality's hands-on experience in manual call monitoring and in-depth client analysis. Confronted with the limitations of existing commercial software that failed to meet their precise requirements for granular insights and operational flexibility, BPA Quality took matters into its own hands and developed its own internal tool, refining it over years of real-world application. This organic development process resulted in EvalidateQA, a practical, user-centric product that directly addresses call center challenges.
BPA Quality’s core business has always been about understanding customer interactions at a deep level. As clients demanded more detailed reporting, the company built out functionalities within its internal system and realized it served a very real market need. In essence, BPA Quality had inadvertently created a product with immense commercial potential for businesses looking for sophisticated QA automation without the prohibitive price tag (News - Alert) or unnecessary complexity of other over-engineered solutions
The shift to EvalidateQA also reflects a significant evolution of the product. While Quality Plus initially focused on core scoring and reporting, EvalidateQA now boasts integrated speech analytics and advanced Auto QA functionalities. These additions leverage modern cloud-based architectures, ensuring scalability, ease of deployment, and broad accessibility.
The development and now launch of EvalidateQA underscores BPA Quality’s unwavering commitment to actionable intelligence. EvalidateQA isn’t about generic scorecards; it's about designing a QA framework that produces data directly linked to behavioral change and measurable results, starting by ensuring that whatever is being measured is correct and will produce the desired outcomes.
It’s one thing to collect data, but knowing what to do with it and to make it truly actionable is the real challenge.
This is where BPA Quality’s psychometric team represents an invaluable resource. The team, with its expertise in learning and measurement, ensures that metrics and data measured with EvalidateQA are not merely arbitrary, but scientifically validated to correlate with tangible business outcomes, like improved Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS), First Call Resolution (FCR) or any other measurable outcomes on which clients are focused.
“Our psychometric expertise allows us to partner with clients to define and measure what truly impacts their businesses.” Blackwell explained. “We come at it from a purely practical point of view because it’s pointless to give someone information they're not going to use. We engage with clients to understand their objectives and how we can get them the data they need to achieve those objectives. We put a lot of effort into the reporting processes and the support.”
This scientific approach ensures the insights gleaned from EvalidateQA are not just observations, but are prescriptions for success, empowering organizations to implement targeted coaching and process improvements that genuinely move the needle.
Indeed, the "Evalidate" name directly encapsulates this dual focus: Evaluating call interactions comprehensively and Validating the accuracy of the data and the effectiveness of the QA strategy.
EvalidateQA is delivered as a cloud-based solution, simplifying deployment and management, and clients can expect to be operational within a matter of weeks, depending on how much customization is needed. The platform’s adaptability and customizability is a key selling point.
“Our product is not shrink-wrapped,” Blackwell noted. “If a client buys EvalidateQA, we make it their tool. We can brand it, tailor its reporting, and configure it to fit their exact needs. We can make it do exactly what they want, so it truly becomes an extension of their business.”
Beyond the technology, BPA Quality's philosophy centers on a strong partnership with its clients. This means providing support that extends beyond technical troubleshooting. Too often, technology companies sell solutions and leave clients on their own to figure out how to maximize their value.
Blackwell says BPA Quality is different and will not only help customers achieve their desired ROI on its products and services, but also help them maximize their investments in other solutions by providing a complementary reporting tool that others aren’t able to deliver.
“We believe there's a significant segment of the market that's either making do with inadequate tools or overpaying for features they don't use," Blackwell said. "EvalidateQA is designed to bridge that gap, offering a sophisticated, yet accessible platform. Our vision is to empower any organization that wants to leverage automation to listen to, evaluate, and validate calls efficiently and cost-effectively."
The rebranding and launch of EvalidateQA are a significant moment for BPA Quality. By formally commercializing a product that has been honed by decades of real-world QA experience and by emphasizing practical application, science, and a client-centric approach, BPA Quality is poised to help businesses achieve demonstrably better customer experiences and operational efficiencies in their call centers. The future of call center QA begins with EvalidateQA.Edited by Erik Linask
