3rd Party Remote Call Monitoring Feature

Many call centers record some or all customer calls, but lack the resources to actually utilize this data to improve customer service. Enter 3rd party remote call monitoring.

A 3rd party remote call monitoring service, like those offered by BPA Quality, closes the gap by having experienced researchers analyze recorded calls, score them, and make results available in real time through a web portal.

This type of service is becoming more popular, a trend illustrated by record growth (70 percent over the past three years) experienced by BPA Quality, which recently ranked in the top 5,000 fastest-growing private companies (sixth year running) by Inc. Magazine.

BPA—which specializes in outsourced call center monitoring and training—recently announced a new look, brand and website. These changes are part of BPA’s expansion program in the U.S. and U.K.

That program, supported by a multi-lingual analyst team, is based on a foundation of understanding client needs to provide services and solutions that transform the customer experience.

Growth at BPA is good news for the company’s clients (more resources, better solutions), and also existing and potential team members. It added 200 new jobs in the U.S., opened an additional office in Maitland, Florida, and plans to launch a U.K. office and expand its New York headquarters during 2015.

BPA’s new website, www.BPAQuality.com, features user-friendly navigation, tools to engage with quality consultants, and an easy path to scheduling a solution demo.

“With three office launches lined up, we felt it was time to review our branding and evolve the well known Unicorn logo that represents our ongoing quest for excellence in everything we do,” explained Craig Antonucci, VP of Client Awareness at BPA Quality, in a media release about the company’s expansion. “We are very pleased with the results and delighted to unveil our new look, heralding a fresh and exciting chapter in the BPA Quality story.”

That new look reflects seven foundational concepts that make up BPA’s strategic vision: reliability, objectivity, integrity, professionalism, creativity, innovation, and enthusiasm. All qualities that reflect BPA’s commitment to contributing value in the 3rd party remote call monitoring market.