BPA Featured Article

3rd Party Remote Call Monitoring from BPA Helps Drive Customer and Agent Satisfaction

By Susan J. Campbell, TMCnet Contributing Editor
March 24, 2011

The call center space has long benefited from 3rd party remote call monitoring as it provides a platform supervisors and managers can leverage to capture call data for accurate and actionable feedback for agents. BPA offers its BPABuilder data to enable these call center leaders to deliver high quality feedback and reporting.

The BPABuilder is designed to capture a sampling of recorded or live calls and measure the customer interaction according to the call center’s standards or those developed by industry peers. This platform provides the organization with data, trends and actionable items to make crucial business decisions in terms of call center activities.

This 3rd party remote call monitoring tool is fully integrated with

Call monitoring has proven to be effective for the call center industry and BPA recommends that this activity take place no less than twice a week for basic monitoring and analysis. To get the most out of a

BPA strongly promotes the success of 3rd party remote call monitoring as a result of the Hawthorne Effect which suggests that an experimental effect occurs in the direction expected but not for the reason expected. In other words, a significant positive effect can turn out to have no causal basis in the theoretical motivation for intervention, but instead is due to the fact that participants know they are being studied to measure outcomes. Agents will perform better just because they are being monitored: there is accountability.

Why should monitoring take place? Aside from the theory suggested by the Hawthorne Effect, BPA argues that the activity can also lower call volumes as issues can be resolved on first contact; it can lower call times and ultimately reduce cost in all areas associated with the calls; it drives first call resolution as agents become experts at solving customer issues; sales can increase and customer relationships are reinforced; and overall customer satisfaction is increased.


In all, customers and call center agents truly want the same thing from their interaction: satisfaction. With 3rd party remote call monitoring, call center supervisors can be sure that agents are performing according to expectations and that this satisfaction can be achieved. 
3rd party remote call monitoring program, agents should receive some form of feedback on their performance on a daily basis. Agents can only improve if quality activities are reinforced and proper training and coaching is provided in areas of weakness.
BPABuilder.Online, BPABuilder.Reporting, and BPABuilder.Coaching modules. As a result, the BPABuilder.Remote Call Monitoring is positioned as the ideal platform for the organization that needs to implement a quality monitoring program.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco