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BPA
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Description: Background and Services Since 1988, BPA Corporate Facilitation has been monitoring and assessing Customer Service levels for organisations worldwide, from their offices in Honiton High Street. Within 5 years of its formation, BPA opened a second division, trading as BPA International, in New York, to cater for our growing number of U.S. clients. Now in its 18th year, BPA provides a range of cost effective services, tailored to the specific needs of our clients and all designed to increase customer service, maximise sales and improve efficiency. Today, the combined operations of BPA Corporate Facilitation and BPA International monitor in excess of 300,000 customer interactions throughout Europe, America, Asia, Africa and the Middle East. From small to medium sized enterprises, through to multinational blue chip organisations, BPA has successfully built long term relationships with clients, becoming an integral part of their success. Services include: • Customer Service and Sales Training • Coaching and Motivating Staff • Face to Face Mystery Shopping • Telephone Mystery Shopping • Email and Letter Analysis • Brochure and Parcel Fulfilment • Benchmarking • Call Centre Agent Evaluation • Customer Satisfaction Surveys Training and Coaching We all want to ensure that our staff have the best training, but with so many providers out there, how do you choose the best one? BPA is not just another training company! We take the time to understand the needs of our clients and their staff. We design all training around those needs and provide a bespoke solution, proven to provide long term ‘tangible results’ and return on investment. Twice winners of the National Training Awards, BPA uses innovative methods and experienced ‘in house trainers’ to ensure that delegates ‘buy into’ a culture of excellence and continuous improvement. Courses include: • Telephone Customer Service Skills • Selling Over the Telephone • Maximising Customer Service: Face to Face • Advanced Customer Service Skills • Advanced Selling Techniques • Effective Written Communications • Coaching and Motivating Staff “Henri, just thought I would drop a note to say, “Thanks”. I have had excellent feedback from all my staff that attended. As you are aware, a couple were attending for a second time in the way of a refresher. Without fail, everyone had a great time and learnt a lot. I have never had such positive feedback from any course. Thanks again”. Coca-Cola Enterprises Call Centre Director “This is the best customer service course I have been on in 20 years and I am a CS trainer. It was original and very interesting…outstandingly refreshing”. Camelot Group Manager. “What a great course. So much more than I expected. A great trainer made for a great course and I now feel re-motivated that I have the knowledge and skills to move the call centre to the next level in terms of service and sales”. John Lewis Manager Coaching At BPA we understand that training is only the start! In order to ensure long term improvements, you need to remain focused and on-going monitoring and effective coaching and feedback is vital to ensuring a good return on investment. Our team of experienced coaches can help you ensure that your staff get regular effective feedback, over the telephone or face to face ensuring results and reductions in staff turnover! Face to Face Mystery Shopping BPA become the ‘eyes and ears’ of your organisation, ensuring that you get objective and actionable feedback on ‘the customer experience’. Using our team of experienced mystery shoppers nationwide and utilising the latest web based technology, we can provide clients with detailed analysis, recordings and video footage within 48 hours of the mystery shop, ensuring they can act quickly and efficiently to maximise customer service. Areas of Expertise include: • Travel: Air, Rail and Ferry. • Leisure: Hotels, Tourist Information Centres, Leisure Facilities and Attractions. • Retail: Shops, Banks, Travel Agencies, Car Dealerships, Motorway Service Stations. “Mystery shopping is not about catching people out – certainly not the way BPA do it. Their research approach offers objective information upon which we can leverage our drive to be the best at what we do.” Chris Proud RoadChef Motorways Limited Benchmarking and Call Quality Analysis Our dedicated team of Researchers provide telephone mystery shopping and call analysis in over 14 different languages. Utilising the latest web based technology and BPA designed software, we provide clients with independent, objective and actionable data in near real time. Telephone Mystery Shopping and the Competitive Review Designed for organisations of all sizes, our telephone mystery shopping service provides invaluable information on the quality of customer interactions. Our highly trained researchers deliver agreed scenarios and analyse the responses against a range of objective standards and measures. The Competitive Review ™ , enables clients to benchmark their performance against others in their industry sector, ensuring that they can stay ahead of the competition. ‘The benchmarking undertaken by BPA produces very detailed feedback on a large number of detailed elements of the call flow and a weighted 'score' for each element. This allows the suppliers to see exactly whereabouts in the call flow they may not be achieving maximum points and to concentrate on these areas. As a result we have observed a continual improvement every month for over a year in both the external BPA and internal quality measures. Further external monitoring by our Regulatory body has endorsed the high quality of our calls’ The Trainline "The benchmarking analysis provided in our industry is helping our call centre to rank itself in terms of customer quality of service compared to other main competitor call centres. The regular results of the comparison reports are seen as a challenge for the call centre to increasingly perform better than the competitors.’ Air France Fulfilment and Email Analysis With more and more organisations outsourcing their fulfilment, our clients need to ensure that they received the best possible service. BPA Brochure and Parcel fulfilment enables clients to ensure that their mailings are reaching the correct person, in good time and contain the correct information or goods. Our Email Analysis can monitor response times as well as ensure that emails are written in an appropriate manner, using language and grammar that will enhance the image of the organisation. Agent Evaluation and Remote Call Monitoring Specifically aimed at medium to large companies, these services are designed to maximise efficiency, service and sales within call centres. Monitoring live calls, we provide detailed agent specific feedback for ongoing coaching and development. Our secure client website gives companies access to call recordings, coaching menus and a full reporting suite all proven to help our clients achieve results. |