Consulting Services for Genesys

BPA Quality is a global leader in Call Center Quality Assurance (QA), specializing in contact center quality monitoring, training, and QA software that improve customer satisfaction and CX. With offices in New York and the UK, we help organizations optimize call center performance, compliance, and customer experience. Our services include: Remote Call Center QA & Analysis Call Center QA Software (EvalidateQA™) with psychometric integration Agent Training & Coaching Programs to boost performance and retention We support 45+ languages and apply advanced psychometrics to deliver actionable insights across phone, email, SMS, chat, and social media. Results are delivered in real time via our secure EvalidateQA™ interface. Our independent quality analysts and psychometrician-led reporting team transform evaluations into strategies that improve agent effectiveness, strengthen customer loyalty, and create measurable ROI. BPA Quality maintains the highest standards of data security and compliance with certifications including PCI, SSAE Type II, HIPAA, and ISO 9001.

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