BPA Featured Article

What Remote Call Monitoring Does for Your Business

By Juliana Kenny, TMCnet Managing Editor
November 04, 2010

In order to make the kinds of crucial business decisions necessary for optimizing agent performance and customer service, a call center organization needs the proper call monitoring software. The folks at BPA Quality recognized this necessity, and so created BPABuilder.Remote Call Monitoring. The BPA suite of Call Center Quality Products focuses on providing accurate and actionable feedback to agents and supervisors while delivering high quality feedback and reports.  

At the core of the suite of products lies BPABuilder.Remote Call Monitoring which uses the BPABuilder database to deliver the highest quality feedback and reporting in the industry. The solution records calls, and measures the customer interaction based on the company’s specific standards, or standards developed by BPA’s team. The results of the observations are scored, and the feedback can be used to optimize agent performance.

The call monitoring solution from BPA is also customizable if the organization has no program to begin with. It’s capability to harness all the valuable customer data flowing through the company’s channels and agents gives the company the ability to take full advantage of the trends, data, and actionable items necessary to make the proper business decisions.

Additionally, BPA recommends that monitoring agent calls no less than twice a week will boost agent performance as long as agents are receiving proper feedback on performance. There is no better way to ensure the efficiency and productivity of the agents than to actively monitor and reinforce quality. Properly monitoring agents can result in lower call volumes, lower call times, first call resolution, and overall customer satisfaction.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny