BPA Featured Article

BPA Offers Social Media Monitoring - the Next Generation of 3rd Party Remote Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor
April 08, 2011

What is the best approach to 3rd party remote call monitoring? Is it simply hiring a company to listen to your agents on the phone, or is it important to take it to the next level? This is the concept in this BPA report as the company focuses not only on 3rd party remote call monitoring, but also secret shopping, social media monitoring and more.

The BPA enjoys a strong presence in the market, offering a Mystery Shopping Research Program that is considered a best practice. Companies take advantage of this offering to measure how their agents are doing when trying to drive revenue on the phone. The resulting reports can show strengths, weaknesses, opportunities for improvement and even a baseline for excellence.

The company’s social media monitoring is a newer tool, yet just as powerful. You have to know that customers are talking about you and their most recent experience with your customer service, the joy they found in your offerings and the great deal they received by participating in a survey. In the not-so-ideal world, these customers are also talking about the agent who wasn’t very polite on the phone, the product that broke upon arrival and the lackluster support they received when calling your company for help.

It is important for you to know which scenarios are playing out in social media platforms, which demands that you implement a platform for social media monitoring. This next generation form of the 3rd party remote call monitoring practices enables you to capture rich and real-time customer feedback and turn that feedback into objective and quantifiable data. This data can be used to easily change your business.

Once this data has been gathered, you can use the BPABuilder Online suite of tools to maximize the experience of capturing business intelligence in social media and other platforms so as to accurately measure your performance in the eyes of the customer. Whether the platform is Facebook (News - Alert), Twitter, LinkenIn, or others, BPA will capture the information for you.

If you haven’t yet established a social media presence, this is something that you need to make a priority – and BPA can get it done for you. The company’s social media experts will navigate you through the social media world, helping you to get your brand out in all the right places. Once you have strategically landed on these platforms, you can easily begin to interact with your customers like never fore, determining what they like and dislike about what you offer and the service they receive.

While there is no perfect replacement for 3rd party call remote monitoring, these added tools help you to take your performance measurement to the next level.

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