BPA Quality (North America)

With more than 30 years of experience, over 100 different clients andmillions of observations made worldwide, BPA Quality has the experience,knowledge and ingenuity to help you achieve the highestpossible customer engagement and experience from customer-facing teams.BPA Quality, located in NY, FL, and the UK, has a unique approach to the development of Call Center Quality Assurance for Increased Customer Experiences and Sales Opportunities. Programs and approaches to development based on extensive research since 1988. The three component parts of the organization provide support in Remote Quality Monitoring and Analysis, Benchmarking and On-site Training. Currently, BPA monitors in 45+ different languages and incorporates Psychometrics to ensure your Global Customer is receiving best-in-class customer service.Our team of expert Independent Quality Analysts remotely access your contact recording systems and analyze interactions with customers, be they via phone, email, SMS, chat or social media. They examine each interaction in detail to gather valuable business insight and focus before delivering this directly to you, in real-time, through your internal scoring system or via our BPA Quality Builder interface™.Our reporting staff, led by our Psychometrician analyzes the data and develops robust reporting and analysis to impact the agent performance and the business as a whole.PCI CERTIFIED | SSAE TYPE II CERTIFIED | HIPAA CERTIFIED | ISO 9001 Registered