BPA Quality
– Quality Monitoring & Assurance
About BPA Quality
BPA Quality is a global leader in contact center quality assurance and customer experience solutions. With over 30 years of experience, we specialize in independent quality monitoring, speech analytics, compliance support, and agent training. Our expert-led services are designed to improve customer interactions, enhance performance, and ensure regulatory adherence across all industries. We partner with organizations worldwide to deliver actionable insights, boost customer satisfaction, and build high-performing contact center teams.
BPA Quality Products & Solutions Overview
1. Quality Monitoring & Assurance
Independent, expert-led evaluations of customer interactions across voice, chat, email, and social channels. Our analysts deliver coaching-ready insights to improve agent performance, ensure compliance, and enhance customer experience.
2. Quality PLUS Software
A cloud-based quality management platform designed for contact centers. Quality PLUS offers customizable scorecards, detailed analytics, performance tracking, and real-time reporting—empowering teams to drive consistent, measurable improvements.
3. Speech & Text Analytics
Harness the power of AI-driven analytics to uncover trends, pinpoint risks, and identify opportunities for improvement. Our managed service pairs advanced technology with human expertise to translate raw data into actionable insights.
4. Coaching & Training Solutions
Customized development programs for agents and leaders, focused on emotional intelligence, empathy, compliance, and communication. Our solutions include CPD-accredited and DiSC-certified training, designed to boost engagement and effectiveness.
5. Customer Experience (CX) Management
Strategic CX programs built on behavioral science and psychometrics. We help organizations capture and act on meaningful feedback, link customer sentiment to agent performance, and create a culture of continuous CX improvement.
6. Compliance & Risk Management
Ensure adherence to industry regulations and internal standards through robust monitoring, documentation, and reporting. Our services help mitigate risk, uphold customer trust, and support audit-readiness.
7. Performance & Engagement Solutions
From agent engagement strategies to leadership coaching, we provide tools and guidance to build high-performing, motivated teams. Our solutions are designed to reduce attrition, boost morale, and align performance with business objectives.
About Quality Monitoring & Assurance
Independent, expert-led evaluations of customer interactions across voice, chat, email, and social channels. Our analysts deliver coaching-ready insights to improve agent performance, ensure compliance, and enhance customer experience.
- ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Supervisor Can Change Skill Groups
- Multi-channel - Omni Channel
- Analtyics
- Big Data Analytics
- Data Driven Design
- Voice of the Customer
- Survey Tools
- Web surveying
- Voice of the employee
- Customer Journey mapping
- Enterprise feedback management
- Social Media Monitoring
- CSAT/NPS Measurement
- Workforce Management
- Support Languages
- The Solution Maintains an Audit Trail
- Track and Support historical agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Reward and incentive solution
- Training and Coaching
- agent coaching
- elearning
- classroom training
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Speech Analytics
- Analytics based on keywords or phrases
- Flexible rules editor
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Compliance monitoring
- Language Capabilities
- Multi Language Capabilities
- Multi-Language Translation Services
- Multi Lingual text analysis
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents
- Integration
- Systems Integration
- CRM Integration
- Salesforce Integration
- Microsoft Integration
- SugarCRM Integration
- Front and Back Office Integration
- Other Consulting Services