BPA Featured Article

Call Monitoring to Supplement your Customer Service Strategy

By Chris DiMarco, TMCnet Managing Editor
April 15, 2011

In any business operation the staff handling your communications might as well be your company’s face. They’ll have the most bearing on the customer’s perception of service and if they’re not doing their job you stand to lose business. The best way to ensure all agents are meeting their obligations is to employ a call monitoring strategy that can hold them to your company’s high standards.

BPA’s call monitoring suite allows for customizable configurations that can track call durations, abandonment rates and any number of other desirable metrics. The ability to record the conversation also gives supervisors real life examples on how to conduct a call with archiving available to build a library of examples. 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 results 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. Properly monitoring agents can result in lower call volumes, lower call times, first call resolution, and overall customer satisfaction.

The effect of call monitoring can quickly bolster the quality of your communications strategy by holding your agents accountable for their actions. With a workforce ready and willing to exceed a customer expectation, you’ll ensure brand loyalty and ultimately extend your businesses longevity.

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 Janice McDuffee