All-in-One Contact Centre
QA Software
Unlock the Potential of Your Contact Center: Elevate CX, Maximize ROI, & Measure Success with Expert-Designed Quality Assurance Software
“ Our agents think it’s great and so do our leaders
“ It’s delivered almost immediate ROI
“ We’ve found it highly intuitive and user-friendly
Developed by QA professionals, for QA professionals
Experience matters, and with over 30 years of expertise in the industry, we know what works.
Quality PLUS Contact Center QA software takes your QA process from disjointed & time-consuming to streamlined, effective, and indispensable.
Quality PLUS empowers your Team Leaders & Agents with unprecedented control to elevate your contact center performance & revolutionize the way you manage quality assurance.
Starting from $15 per agent per month*. Contact us for a quote.
*Where an agent is a user of the platform or individual being evaluated.
Ditch the spreadsheets today and join more than 200 organizations taking their QA to the next level
Quality Plus Features
- Key Features:
- Speech Analytics
- Coaching tools
- Conversation analytics
- Root cause analysis
- Calibrations
- Actionable Intelligence
- Custom scorecards
- Data Exports
- Real-time feedback
- Trends and reporting
- Onboarding and support
- Activity Dashboards
- Surveys
- Training courses
- Security and compliance:
- ISO27001, SOC2 Certified
- Single Sign On
- Compatible with:
- Zendesk
- Salesforce
- LiveChat
- Talkdesk
- Genesys
- Aircall
- Five9
- Kustomer
- Dixa
- Freshdesk
The Future of Contact Center Excellence is Quality PLUS
Performance Snapshot
Performance insights to make QUICK Data-driven decisions
- User-friendly, customizable dashboards
- Analyze trends, predict outcomes & benchmark success at a glance
- Go beyond traditional KPI tracking & turn data into actionable insights
Powerful Analytics
Dig deeper into the data simply to uncover metrics that drive performance improvements forward.
- Interactively explore data by drilling down to find root causes by agent, team, leader & location
- Simplify compliance & avoid costly fees
- Flag issues for immediate action and simply the compliance
Intelligent Scorecards
Get access to customizable, data-driven scorecards that allow for extensive performance reviews.
- Unlimited scorecard development and/or imports
- Tailored to your contact centers’ specific KPIs
- Psychometric based for a dynamic, 360-degree view of agent performance, customer behavior & company trends
Precision Calibration
Achieve uniform excellence through our low-effort, high-value calibration tool.
- Ensure accurate, fair assessments across all QA activity
- Increase agent trust & buy-in for the QA process
- Uncover valuable insights for coaching & training programs
Instant Coaching
Streamline the coaching process, track sessions, & celebrate success with our comprehensive coaching hub.
- Focus on development, not admin
- Deliver performance improvement with targeted insights
- Empower & Engage teams with on-the-go coaching
Appeals Management
Nobody’s perfect, so the appeals process in a QA program is imperative. Our tool prevents it from becoming a contentious or unproductive process.
- Establishes clear guidelines, and institutes a timely, respectful, & constructive process
- Customizable appeals, disputes, & escalation stages
- Expose and enhance scoring criteria which leads to improvement in your entire QA process
Why BPA Quality PLUS?
Hours saved per month for a team leader
Organizations monitored worldwide
Interactions monitored each week
CASE STUDY
The Client (Utility Company) used BPA Quality Quality PLUS to further improve their quality management.
What our great customers say
On average I have saved 16 hours per month. This time is now spent on agent driven content and individual personal development with the agents.
Very helpful for us agents. The idea of us seeing what we did wrong and our areas for improvement makes us improve our service.
The platform is very easy to use, and with only one training session I’m very comfortable in using it.
It’s a great tool for us agents – and for the website customer service as well.
Immediately beneficial as it provides direct feed back and allows me to have a look at the points raised on my chats and amend my approach.
It’s good to have another perspective to allow me to improve my approach. Overall it’s very straight forward to use.
Join more than 200 organizations already taking their QA to the next level
With Quality PLUS you can:
Ditch the time-consuming spreadsheets and save an average of 16 hours per month for a team leader.
Receive accurate and actionable feedback, giving you and your team peace of mind.
Identify quality and regulatory issues and deliver effective resolutions.
Empower your teams with visually rich coaching, making it easy for them to have effective conversations.
Get actionable insights that transform your business and make it easy to understand your results.
Create an effective VOC program and have greater control over your QA process.
Join more than 200 organizations already taking their QA to the next level
Request a no obligation free trial of Quality PLUS today and receive your own Quality PLUS sandbox environment where you can:
- Explore the benefits of Quality PLUS at your own pace – no appointment or call required
- Use our pre-populated data to explore dashboarding and reporting
- Try calibrating and appealing pre-populated scorecards and complete your own too
- Request your own scorecard be created as part of the sandbox setup
- Use our comprehensive user guide for a detailed walkthrough of Quality PLUS
- Support available if you need any guidance
Our team will be in touch once your sandbox has been created and will be on hand for any questions, sandboxes will be setup within one working day following your request.
Quality PLUS form enquiry
BPA Quality, 175 Broadhollow Road, Suite 100, Melville, New York 11747 | [email protected] | 866 646 8509
