3rd Party Remote Call Monitoring

Monitor Your Agent Performance Effectively

BPA has a unique approach to the development of call quality - customer service and the maximization of sales opportunities. 3rd Party Remote Call Monitoring provides services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in our research center. Research shows that many call centers find it difficult to find the time to even listen to calls that have previously been recorded. With 3rd party Remote Call Monitoring, calls are scored by an experienced team of researchers and the results are easily accessed though the Web along with 3rd Party Remote Call Monitoring recordings available in near real time.

Featured Editorial

Internet Service Providers Rank Lowest in Customer Satisfaction Ratings
5/21/2013 - The American Customer Satisfaction Index has released its quarterly update on U.S overall customer satisfaction, which examines the implications of new customer satisfaction benchmarks for top U.S companies in a variety data, voice, and video service industries. It turns out that Broadband Internet Service Providers have the lowest customer satisfaction ranking of any industry in America.

Improve Your First Call Resolution Rate with Call Monitoring
5/21/2013 - The benefits of a highly satisfied customer are considerable. Recent consumer research and plenty of case studies have shown that poor customer service drives away business, while good customer service spurs greater spending and return visits. What, then, can call center managers look to assess performance and make positive change?

'Pick Up the Pace; Somebody's Watching!'
5/16/2013 - Third- party remote call monitoring is a great way to obtain actionable feedback on the performance of your call center agents. Sampling live calls and measuring agent-customer interactions against specific standards set forth by expert analysts is a fantastic way to ensure that your staff is creating the best customer experience possible. In fact, data and reports generated from 3rd party remote call monitoring has been shown to have tangible monetary benefits for companies that choose to leverage it.

Contact Centers Need to Watch Their Step When it Comes to State Call Recording Laws
5/15/2013 - If your contact center is like 99 percent of contact centers, you record or monitor at least some of your calls. You may have different reasons for it: to do agent evaluations, to train new agents, to keep agents on their toes or simply to resolve "he said, she said" situations. Alternatively, you may be in an industry that requires all calls to be recorded and kept, like financial services.

Are You Providing "Zombie Customer Service"?
5/10/2013 - If you don't collect customer feedback in your call center, how do you know you're getting it right? The answer is: you don't. A new term for doing the same thing day after day without soliciting opinions from customers has a new name: it's called "Zombie Customer Service."

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