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Services

BPA has a unique approach to the development of Call Quality-Customer Service and the maximization of Sales opportunities.  Our programmes and approaches to development are based on extensive research undertaken since 1988.

 

We produce objective research data to compare performance of companies and to provide in depth actionable feedback on performance.

Call Centre Benchmarking		Face to Face Mystery Shopping		Customer Satisfaction Surveys
Takes a completely objective view of the Quality of Calls produced by your Centre and compares them to market leaders and Competitors.  For more details click here.		Provide objective and actionable feedback that can be used to improve Call Quality and processes.  For more details click here.		Complete the picture of Call Quality providing feedback on the views of your Agents.  For more details click here.

Our training programmes are innovative and produce tangible results.  We have case studies which demonstrate the impact of our unique approach.

Agents		Team Leaders		Managers
A unique approach that really produces tangible results. Agent ideas and experiences are used to develop measurable standards of Performance.  For more details click here.		Enables Team Leaders and Supervisors to objectively and accurately analyse calls and provide feedback that effectively improves performance.  For more details click here.		Helps Managers set up systems and processes that will get the best from their team and improve Agent retention.  For more details click here.

We can develop objective and measureable standards and processes to enable the effective on going development of your team.

Agent Evaluation Software		Outsourcing of Call Monitoring and Coaching		Consultancy Services
Our Agent evaluation software - CoRes provides complete details of Agent and Center performance in one source.  For more details click here.		We can provide on site coaching of Agents or remote monitoring of calls to ensure that Call Quality is maintained at a consistently high level.  For more details click here.		Our unique approach and experience enables us to provide a complete consultancy service that provides help and advice that results in tangible results.  For more details click here.

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