BPA Quality opens new European headquarters in Exeter
(By Exeter Express and Echo | Posted: March 31, 2015)
A global company specialising in customer contact monitoring and evaluation has opened of a new state-of-the-art European headquarters in Exeter.
Recently ranked in the top 5,000 of America’s fastest-growing private companies, for the sixth year running by Inc magazine, BPA Quality has more than 500 employees worldwide and offices in New York and Orlando.
With a growing UK workforce of just under 150 employees, including a team of multi-lingual analysts with expertise in 45 languages, BPA Quality was keen to relocate its established office in East Devon to larger premises.
The extensive refurbishment of BPA’s new larger premises in Pynes Hill was carried out by Exeter-based independent office refurbishment contractors MD Business Interiors.
Andrew Mutch, BPA Quality’s chief customer officer, said: “As BPA Quality originated in the South West, it was important to us to remain in the region and Exeter was an obvious choice.
“The city is not only well situated, with great transport links, it is also undergoing an exciting period of transformation and growth, with prominent global brands choosing to relocate to the area. We welcome the opportunity to contribute towards the local economy, grow our UK workforce and develop our investment in the region. We are proud of our South West roots and delighted to be opening the new Exeter office, marking the next exciting chapter in the BPA Quality story.”
For over 25 years, BPA Quality has been working with some of the world’s biggest organisations, using a scientific approach to customer experience to help them increase sales, customer retention, loyalty, cost optimisation and profitability.
BPA Quality produces over 2 million accurate human observations per annum and helps more than 300 companies around the world to deliver quality customer service.
Recent success stories include: a major car manufacturer seeing an increase in its ‘customer experience’, by over 30% in a 12 month period; and a transport organisation experiencing a monumental shift in its Net Promoter Score from -40% to +15% in 9 months.
Derek Phillips, vice president of Exeter Chamber of Commerce, said: “It is great news that such a prestigious company as BPA has chosen to expand and relocate to Exeter. As new chamber members we look forward to working with them and introducing their business to the Exeter business community.”
The UK operation previously consisted of a two separate offices and the company was keen to bring their 135 multi-lingual employees together under one roof.
Mark Dowse, of MD Business Interiors, worked to a tight brief, liaising with Jeff Bardell, director of research and analytics, and Elle Neal, project manager BPA Quality.
The MD Business Interiors team rewired the building; installed new data cables and network points and a network for the new telephone system. In addition the firm built 135 work stations; a circular corridor of six new meeting rooms with full height glazed partitions; a private kitchen and new café/refectory area as well as supplying the furniture.
Mark said: “Security was a key consideration for the client and we offered a bespoke solution. This project has been designed specifically to allow for future projected growth, and design and space planning was the key to the success of the finished product.
“The corporate colours were incorporated into the design throughout. We also offered the staff a two-week trial period whereby they were able to try out the office and café furniture to find out which was most comfortable and user-friendly, before making a commitment to purchase.”
Elle Neal, project manager at BPA Quality, said: “When we decided to expand our UK operation, and move to larger office premises in Exeter, it was important for the new space to feature a multi-functional design with meeting rooms, a management suite, a large open plan working area and a sizeable staff break-out area.
“The brief was to create a pleasant and ergonomic working environment for our 135 strong team, representative of our global brand, but with space for future growth.
“Mark worked closely with us to gain a thorough understanding of the BPA Quality brand and our requirements. It was important to us for the design to be consistent with the modern, light and airy style of the building and Mark achieved this with the introduction of glass partitions allowing for a high level of natural light.
“The MD Business Interiors team was great to work with and both accommodating and flexible. They not only delivered on programme; they kept disruption to a minimum. Mark fully met the brief, delivering cost effective and practical solutions, and the result is a thoughtfully designed state-of-the-art office space. The design has exceeded our expectations and we are exceptionally pleased with the new look BPA Quality European headquarters located in Exeter.
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