If a contact centre is to produce outstanding quality contacts with customers and to stay ahead of the competition, it must know two essential things:

• what is the quality of service being provided currently?
  

• how does this quality of service compare to that of the competition?

To operate without objective knowledge of these two crucial aspects, is like trying to run a race blindfolded. "I think I am doing well because I am running as fast as I can - but where is the competition? Am I in the lead or am I trailing the field?".

The problem with trying to reach an objective view is that people tend to assess things using fairly subjective measures. "Are we friendly, or helpful." Most of us also tend to be subjective when comparing ourselves to the competition.

Since 1988, BPA have carried out extensive research comparing the performance of contact centres against predetermined basic criteria that we know influence customer perception and the sales generation. 

Through our Competitive Review™ we provide monthly reports comparing the quality of interactions and sales generation in calls at contact centres around the world. The data and comparisons produced are objective and provide in-depth analysis that is designed to be used as a tool to develop the potential of your centre. The information provides managers, team leaders and agents with vital information that can be used to focus coaching accurately, as well as developing strategies for ongoing improvement on the telephone.

BPA work in ongoing partnerships with their clients and have a proven track record based on mutual trust and support. Your goals are our goals, and your success means we are successful too.

To find out more about outsourcing your coaching activity, as well as your Call Quality measurement, please contact us. We would be delighted to explore ways in which we can help your company stay on top, or reach new heights in the service you provide your customers and the sales you generate.

• Our research uses criteria that break down the component parts of subjective elements, such as 'friendly' or 'helpful' into objective, measurable and actionable elements.
  

• Our research enables data to be tailored to provide a snapshot of 'call quality' and a comparison based on predetermined criteria, such as time of day, week, or nature of call.
  

• Our research enables an objective comparison with competitors or market leaders.
  

• Our research measures criteria that correlate with successful interactions.
  

• Our research can be tailored to measure quality of e-mail and SMS messages as well as telephone.

Read more: The training we offer helps your benchmarking scores.  We also offer a face to face benchmarking service.