BPA Featured Article

Third Party Remote Call Monitoring Boosts Agent Performance

By Chris DiMarco, TMCnet Managing Editor
February 11, 2011

Call centers are staff dependent businesses that require a careful eye when determining agent performance expectations. To fully understand what you’re getting out of each agent, it’s essential to track the metrics of your calls on a consistent basis. BPA Quality’s BPABuilder Remote Call Monitoring platform allows managers to do this with flexibility . 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 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.

BPA’s call monitoring suite allows for customizable configurations that can track call durations, abandonment rates and any number of other desirable metrics. Monitoring a workforce has effects outside of just giving you demonstrable information about the way your organization runs.

A psychological phenomenon known as the Hawthorne Effect, also provides positive effects to workforce efficiency. The Hawthorne Effect is an experimental effect in the direction expected but not for the reason expected; i.e., a significant positive effect that turns out to have no causal basis in the theoretical motivation for the intervention, but is apparently due to the effect on the participants of knowing themselves to be studied in connection with the outcomes measured. In other words, your work force will work harder if they know they’re being monitored.

BPA recommends monitoring agent calls no less than twice a week to boost performance. This is the best way to ensure the efficiency and productivity of the agents properly monitoring agents can result in lower call volumes, lower call times, first call resolution, and overall customer satisfaction.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco